“Capturing the moments of today will wow your hearts tomorrow” – Anon
This will be a relatively brief post but wanted to share something that struck me in my early morning reading (which is my habit to feed my mind a little to start the day).
I am currently reading the new Chip and Dan Heath book, “The Power of Moments” in which they explore the idea of what defining moments are in terms of people and how people can make the shift to begin thinking in moments so that they can capitalize of the impact.
Doug Dietz, an engineer from General Electric spent roughly two years designing a new MRI machine. The book describes how he was so excited to see the first patient in a children’s hospital be able to utilize his creation but was absolutely dismayed when the experience was met with fear. He said this was the point that he “saw the room through the child’s eyes” which was cold and sterile and his machine sat inside like a “brick with a hole in it”. As a result, many children had to be sedated to undergo the use of the machine just to allow them to stay still and overcome the fear of the experience.
This heart wrenching experience fueled him to take this “pit” (low point or negative experience) and strive to make it a “peak”. So he worked with a vast cross functional team and was driven to redesign the user experience for children. The end result was he and his team created MRI rooms in children’s hospitals that resembled a pirate ship, a space ship or a amazon adventure (this one encouraging the child to stay still as not to tip the machine painted as a canoe). He careful observed the difference in the experience and was delighted when one small child tugging at his mother’s leg asked “can we come back tomorrow”? He had taken a “pit” moment for these children and transformed it into a “peak”.
I read this and thought to myself, “this is so applicable in organizations”. How may “pits” are we aware of as an organization for people (poor performance, bad service, bad product interaction) for which we have no plan or allow it to sit without putting passion behind turning it into a peak?
Conversely, how many “peaks” (employee first day, retirement, significant life events, transitions in career or life) do we place the minimal effort into a miss the power of creating the moment of connection between people and our organization.
This brief story really impacted me and I began to think (and I feel like I will begin to formulate known moments that I think I am missing for my organization) about what I could do to “think in moments”.
How about you? Are you thinking in moments? Are you turning “peaks into pits” or “pits into peaks”? I have not finished the book so I cannot give you a full review just yet but I can say that this small concept resonated with me and I am sharing it with you in hopes that it might with you as well.