Creating Magical Moments

Empathy Productivity Respect


Story: I spend a lot of time talking to execs across a wide variety of industries. Frankly, most of my conversations involve well-intended ideas from leaders who genuinely care, yet are afflicted with exceptionally lousy execution regarding what really matters to employees and customers. We have become so good at wanting to do everything, that we often end up not doing much of anything that really matters. It’s kind of like “participation awards” gone wild. Still, people feel like they are working harder than ever with capacity stretched to the limit. Why are things so goofed up?

Key Point: Be aware when activity and effort become the key measures, versus meaningful results for customers and employees. This often means that “trying” and “working hard” become the default outcomes. Another signal that effort and outcome might be out of sync, is when the same customer and/or employee complaints continue year after year. Or, when there is little growth in revenue from existing customers, while there is an imbalanced effort in finding new ones. High customer and employee turnover is also a big red flag. That’s where making meaningful choices so the team/company can get big results on what I call “magical moments that really matter,” comes into this blog.

Every employee and customer (stakeholder) is on an evolving journey with an organization. Today, with the benefit of big data, we have the ability to dissect and fully understand that continuous journey right down to a customer/team member of ONE. The sustainable, highly adaptive and leading organizations will constantly focus almost all of the resources on the “magical moments that really matter.” It’s that easy and that hard.

As an example, every person has a first day/week at work. There is an opportunity to make that very moment “magical” for every new employee. Research has shown that the entry success into a company can have a huge impact on speed to positive contribution and employment longevity. How well does your organization manage that key moment?

Another example, is what happens with customer greetings (“I know you and see you”) every time they connect with the company. What powerful way does your organization impact the way customers connect EVERY time? Focus on these and other differentiating moments, and the magic does happen. 

Personal Leadership Moves:

  1. Courageously confront your daily activity. Without being defensive, examine who really cares, and what difference to end user customers or people does your work make?
  2. Do not rest on the idea that you get a lot of recognition for your effort or hard work. That actually may get you out of a job faster if you’re not making a difference to the moments that matter.
  3. Challenge yourself and the organization to prioritize the moments that magically matter, and use data rather than opinion. And not every moment is equal. Spend your time on the ones that really, really, really matter. I know you can.

Magical moments in Personal Leadership,


One Millennial View: I’d be willing to bet that most Millennials have experienced little to no Magical moments. We know not to “expect” too much, because we don’t want to be perceived as over entitled. That also means our standards are incredibly low. When your friend’s company’s “Taco Friday” sounds way too good to be true, then the magic in your place of work is Hocus Bogus.

– Garrett

Edited and published by Garrett Rubis