𝐅𝐨𝐫 𝐌𝐨𝐬𝐭 𝐏𝐞𝐨𝐩𝐥𝐞 , 𝐓𝐡𝐞𝐢𝐫 𝐌𝐚𝐧𝐚𝐠𝐞𝐫 𝐈𝐬 𝐭𝐡𝐞 𝐂𝐨𝐦𝐩𝐚𝐧𝐲

𝐈𝐟 𝐲𝐨𝐮 𝐰𝐚𝐧𝐭 𝐭𝐨 𝐢𝐦𝐩𝐫𝐨𝐯𝐞 𝐲𝐨𝐮𝐫 𝐩𝐞𝐨𝐩𝐥𝐞 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 , 𝐢𝐭’𝐬 𝐧𝐨𝐭 𝐭𝐡𝐞 𝐭𝐞𝐜𝐡. 𝐍𝐨𝐭 𝐭𝐡𝐞 𝐩𝐨𝐥𝐢𝐜𝐲 .
𝐍𝐨𝐭 𝐭𝐡𝐞 𝐦𝐢𝐬𝐬𝐢𝐨𝐧 𝐬𝐭𝐚𝐭𝐞𝐦𝐞𝐧𝐭 .

Start with the people who shape it… 𝐲𝐨𝐮𝐫 𝐦𝐚𝐧𝐚𝐠𝐞𝐫𝐬 .

Because the experience isn’t built through software.
It’s built through 𝐫𝐞𝐥𝐚𝐭𝐢𝐨𝐧𝐬𝐡𝐢𝐩𝐬 .
And relationships are built on 𝐭𝐫𝐮𝐬𝐭 .

𝐄𝐯𝐞𝐫𝐲 𝐦𝐞𝐦𝐨𝐫𝐚𝐛𝐥𝐞 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐚𝐭 𝐰𝐨𝐫𝐤 —𝐩𝐨𝐬𝐢𝐭𝐢𝐯𝐞 𝐨𝐫 𝐧𝐞𝐠𝐚𝐭𝐢𝐯𝐞 —𝐧𝐞𝐚𝐫𝐥𝐲 𝐚𝐥𝐰𝐚𝐲𝐬
𝐭𝐫𝐚𝐜𝐞𝐬 𝐛𝐚𝐜𝐤 𝐭𝐨 𝐚 𝐩𝐞𝐫𝐬𝐨𝐧 , 𝐧𝐨𝐭 𝐚 𝐩𝐥𝐚𝐭𝐟𝐨𝐫𝐦 .
That person is usually a manager.

Managers influence how people feel about:
• 𝐒𝐚𝐟𝐞𝐭𝐲 (psychological and otherwise)
• 𝐅𝐥𝐞𝐱𝐢𝐛𝐢𝐥𝐢𝐭𝐲
• 𝐅𝐞𝐞𝐝𝐛𝐚𝐜𝐤
• 𝐑𝐞𝐜𝐨𝐠𝐧𝐢𝐭𝐢𝐨𝐧
• 𝐎𝐩𝐩𝐨𝐫𝐭𝐮𝐧𝐢𝐭𝐲

Managers create o̲r̲ d̲e̲s̲t̲r̲o̲y̲ trust in a hundred small moments:
• A 1:1 they show up prepared for…or cancel
• A risk they encourage…or shut down
• A win they amplify…or overlook

𝐓𝐡𝐨𝐬𝐞 𝐬𝐦𝐚𝐥𝐥 𝐦𝐨𝐦𝐞𝐧𝐭𝐬 𝐚𝐝𝐝 𝐮𝐩 𝐚𝐧𝐝 𝐭𝐡𝐞𝐲 𝐝𝐞𝐟𝐢𝐧𝐞 𝐭𝐡𝐞 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 .

So yes, 𝐝𝐞𝐯𝐞𝐥𝐨𝐩 𝐲𝐨𝐮𝐫 𝐦𝐚𝐧𝐚𝐠𝐞𝐫𝐬 .

But even more than that:
𝐏𝐫𝐨𝐦𝐨𝐭𝐞 𝐭𝐡𝐞 𝐫𝐢𝐠𝐡𝐭 𝐩𝐞𝐨𝐩𝐥𝐞 . 𝐀𝐧𝐝 𝐞𝐪𝐮𝐢𝐩 𝐭𝐡𝐞𝐦 𝐟𝐨𝐫 𝐭𝐡𝐞𝐢𝐫 𝐫𝐨𝐥𝐞.

Because managers don’t just “deliver” the experience.

𝐓𝐡𝐞𝐲 𝐬𝐡𝐚𝐩𝐞 𝐭𝐡𝐞 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐦𝐨𝐫𝐞 𝐭𝐡𝐚𝐧 𝐚𝐧𝐲𝐨𝐧𝐞 𝐞𝐥𝐬𝐞.

𝐖𝐡𝐚𝐭 𝐚𝐫𝐞 𝐭𝐡𝐞 𝐬𝐦𝐚𝐥𝐥 𝐰𝐚𝐲𝐬 𝐲𝐨𝐮’𝐯𝐞 𝐬𝐞𝐞𝐧 𝐦𝐚𝐧𝐚𝐠𝐞𝐫𝐬 𝐞𝐥𝐞𝐯𝐚𝐭𝐞 (𝐨𝐫 𝐝𝐚𝐦𝐚𝐠𝐞 ) 𝐭𝐡𝐞
𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 ?

𝑆𝑝𝑒𝑐𝑖𝑎𝑙 𝑡𝘩𝑎𝑛𝑘𝑠 𝑡𝑜 𝑆𝑡𝑒𝑣𝑒𝑛 𝐵𝑎𝑟𝑡𝑙𝑒𝑡𝑡 𝑎𝑛𝑑 𝘩𝑖𝑠 𝐵𝑒𝘩𝑖𝑛𝑑 𝑡𝘩𝑒 𝐷𝑖𝑎𝑟𝑦 𝑝𝑜𝑑𝑐𝑎𝑠𝑡 : 𝐸𝑝𝑖𝑠𝑜𝑑𝑒 “𝑄𝑢𝑖𝑡
𝑌𝑜𝑢𝑟 9 𝑡𝑜 5 𝐽𝑜𝑏 𝑤𝑖𝑡𝘩 𝑇𝘩𝑖𝑠 90 𝐷𝑎𝑦 𝑆𝑖𝑑𝑒 𝐻𝑢𝑠𝑡𝑙𝑒 𝑃𝑙𝑎𝑛 !” (30:04)