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by Chip Conley
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Peak: How Great Companies Get Their Mojo From Maslow explains why relationships are the most valuable currency in both business and life, by examining how Chip Conley brought back his chain of successful hotels from the brink of despair with a new attitude towards his customers, employees and investors, based on Maslow’s hierarchy of human needs.
Peak: How Great Companies Get Their Mojo From Maslow explains why relationships are the most valuable currency in both business and life, by examining how Chip Conley brought back his chain of successful hotels from the brink of despair with a new attitude towards his customers, employees and investors, based on Maslow’s hierarchy of human needs.
I don’t want to tell you again that you should help your employees connect to your end customers, so they can see what impact they’re making, because I’ve made this point a couple of times recently (last here).
Instead, I want to tell you about a specific way to achieve that, while simultaneously making your employees happier. And since happier employees are better employees, that should work out well.
Let your employees use your own products and services, free of charge, so they can experience the value you create first hand.
For example, Chip lets all of his employees stay at one of Joie De Vivre’s locations for free, up to four times a year. This is more than just a vacation perk. It gives every employee a chance to live the experience they are usually creating for the hotel chain’s guests. This convinces employees to do their best, because they see the company’s mission a lot clearer, including what’s already working well and what needs improvement.
The second party that will benefit from your attention is your customers. Great customer service has long passed the status of being optional and is a necessity to make you stand out. But there’s always a way to go the extra mile, one of which is this:
Speak to your customers’ deepest desires and try to be their best friend, even if it’s way beyond your duties.
For example at Café Gratitude in San Francisco, the waiter asks guests thought-provoking questions. These may include “Which important person in your life would you like to acknowledge today?” or “What are you grateful for today?”
If you’re willing to go deeper, have more profound conversations and share personal stories instead of just saying “Hi, thank you, goodbye.” you’ll acknowledge that every single customer is a unique human being, with his or her very own wants and needs.
We all remember this kind of attention from someone who really cares, really listens, and it’s exactly that what makes us go back over and over again.
Getting investors is like dating. You can march through a parade of one-night stands, or decide to marry just one (or maybe a few in this case). Sure, every investor wants to make a profit, but for most their dedication to you and your business won’t end there. Many of them invest in you because…
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Get the complete summary in the appGive your employees a chance to experience your products first hand.
Be your customers’ best friend, even if you don’t have to.
Stay on the same page with your investors, so you can still laugh when profits are low.
"Peak: How Great Companies Get Their Mojo From Maslow" is a strong fit if you want practical ideas around business, entrepreneurship, marketing—especially themes like give your employees a chance to experience your products first hand; be your customers’ best friend, even if you don’t have to. The MinuteRead summary distills these concepts into a focused read, whether you're deciding whether to buy the book or applying its lessons at work.
New York Times bestselling author Chip Conley is the hospitality maverick who helped Airbnb's founders turn their fast-growing tech start-up into a global hospitality brand. In Wisdom@Work: The Making of a Modern Elder he shares his unexpected journey at midlife — from CEO to intern — learning about technology as Airbnb’s Head of Global Hospitality and Strategy, while also mentoring CEO Brian Chesky. Chip is the founder of the Modern Elder Academy, where a new roadmap for midlife is offered at a…
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