You can spot the best restaurant on Melbourne’s Bourke Street a mile away. It’s the one with fresh flowers on the tables outside and the gleaming windows. If you’re there early enough, you’ll see a professional window cleaner meticulously washing and polishing the glass every other morning, long before the first groggy coffee order is placed at 7.
Story-driven brands pass every decision and subsequent action through a filter. Their story is lived, not just told. Being story-driven is less about following brand guidelines and more about choosing to act in alignment. We’ve recently witnessed how a company’s purpose and values manifest in the actions of its employees when a passenger was dragged from a United Airlines flight to accommodate members of staff. United’s customer commitment (the company doesn’t seem to have a mission statement) says:
“We are committed to providing a level of service to our customers that makes us a leader in the airline industry. We understand that to do this, we need to have a product we are proud of and employees who like coming to work every day.”
When a business strives to be ‘the industry leader’ the bottom line tends to be its first priority. The staff were acting in alignment, as was the CEO when he issued this apology that puts the airline’s interests before customers:
“This is an upsetting event to all of us here at United. I apologize for having to re-accommodate these customers. Our team is moving with a sense of urgency to work with the authorities and conduct our own detailed review of what happened. We are also reaching out to this passenger to talk directly to him and further address and resolve this situation.”
– Oscar Munoz, CEO, United Airlines
He later released a second apology, promising to review policies and proceedures—which in every organisation are created to align with the company’s purpose, vision and values. Like Mr Munoz and United, we all need to start there.
How you apologise is a choice. The expression you wear as you greet the customer is a choice. Where you source your ingredients is a choice. What you include or omit from your terms and conditions is a choice. Investment in design. Location. Customer care and spotless windows.
All choices we’re free to make—not because we have to, but because we want to.
Questioning your choices before you act helps you to stay true to your story consistently.
4 Alignment Questions For Story-Driven Brands
Does this represent who and what we stand for?
Does this sound like us?
Does this look like us?
Does this feel like us?
Rather than feeling overwhelmed about getting it wrong consider these decisions as deliberately placed waymarkers on the road to creating the impact you want to make. It doesn’t matter whether you’re one of the world’s biggest airlines or a one man band. In the end, it’s easier to tell and live a story that’s true.
Image by Michelle Robinson.