Small gestures, Big Wins
When traveling in London, a favorite place to grab a bite during the day is Pret a Manger. The food, though good, is not the best available, but they are convenient - literally on every corner. As their name translates, the food is ready for pick-up.
When you travel a ton, as I do, with only a few minutes between meetings, there is a consistency and reliability that comes from a higher quality chain, which means you know what you’re going to eat for lunch, every time.
Those are all good reasons, especially since I usually seek out the anti-chain, but something else has kept me a loyal customer all these years - a policy they had until recently.
Pret allowed their employees to give free coffee to anyone at their discretion.
I believe this freedom empowered employees to make magical moments for customers. These exchanges had the effect of fairy dust - sprinkled spontaneously - by team members who were visibly excited to have the authority to do it. Naturally, happy customers were the benefactors of this gesture, and happy customers translates into repeat visits - to loyalty.
When I think of how it made a difference internally, among the employees, I imagine those hourly workers went home a little more fulfilled because of this permission at work. Being empowered - well, it feels powerful. Which is not a feeling you get standing behind a busy sandwich counter. My assessment from here was that it made for a better culture, and great cultures retain quality people - for the long run. A great culture builds loyalty from the inside out, not just the outside in.
This butterfly effect was just an idea, that at very little cost to Pret, rippled into surprise and delight on both sides of that cash wrap. To say nothing of sales, which is almost an afterthought in a situation like this!
So here’s my challenge to you, whether you find yourself in the throes of building a career or business, or squarely in the saddle of growing or scaling: I give you…The Freebie Challenge.
I enjoy a free drink when one comes my way, and the Pret policy inspired me to even make bets with myself to “score” one, for the sport of it. But what I’ve realized over time is that keeping the idea of the “free drink” in mind, also keeps me present, engaged and attentive to someone’s good nature. It’s fun to play this friendly game anywhere that a little smile and genuine compliment might make the barista brighten up - and maybe also say “no, you’re good, this one’s on me.”
Is it about the coffee? No, it’s about the good energy deposit. The freebie is just the proof that I made a difference in someone’s day.
But this strategy applies to small business, managing people, work dynamics - even the way you interact with your own family.
Where can you notice someone so specifically, that they feel better - right away?
Can you take a little extra time - with a colleague, a roommate, a spouse - to say something that bolsters them for the day?
Sometimes there’s free coffee. Sometimes there’s free smiles. But compliments and playful banter are completely free, and you’ll find it shifts your mindset in seconds. You’ll feel generous, and the person standing across from you might too. (And if you do get a freebie, or an unexpected outcome, send me an email here!)
My fall coaching groups are starting in September.
I have one dedicated to young professionals under 40 who want to make a meaningful career pivot (or deep dive.) And I also have one for creative entrepreneurs who want to scale, increase revenue and think bigger - because it’s time. I’m leading these with brand strategist and messaging veteran Amy Swift Crosby, a master at weaving narrative, seeing strengths (and understanding how to fortify deficits.) She has helped hundreds of CEO’s, brands and small business owners find their north star - and activate it.
Hit me here to see if you’re a good fit for either group. These are small group settings designed to give you very specific guidance, feedback and direction. If you’ve found yourself circulating the same thoughts for a long time, well….it might be time to take this leap as investment in yourself.
We’re ready if you are. Reply here or start a new thread with me here.
BG
Check out this fascinating TED Talk on the power of a smile.
And in a lighter mood, next time you're in a coffee shop, remember not to be this guy.
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