Customers not Passengers / Stores not Busses.

One final insight to pass along from Mark Aesch,  author of Driving Excellence and speaker at last week's Fortune/Gazelles Leadership Summit.

As you can surmise from this morning's post,  Mark really places importance on how you frame the way you think.  It can make all the difference in the world.

In turning around the Rochester Transportation Authority, he spent lots of time, effort and money getting the drives and all others to think differently about how view their positions.

The shift can be summed up this way:  "We don't have passengers, we have customers.  And when they step on the bus they are stepping in to our store.  Act accordingly." 

When this mindset was adopted by the majority of the staff, momentum really shifted and they really started to deliver positive results.