A Peacock in the Land of Penguins

Foreword by Ken Blanchard, Coauthor of The One Minute Manager

Every once in a while a small book comes along that deals with a profound subject in a simple, elegant way. A Peacock in the Land of Penguins is such a book. I loved this book when the first edition came out in 1995, and I love this new edition even more. It provides important insights into the issue of creativity and innovation in the workplace – and it does so in a most engaging manner. Through the medium of a fable, this book helps us to see what can happen when we try to express ourselves fully and courageously in an environment created by executives and managers who view the world very differently.

Stories are a great way to convey important messages – they inspire and teach at the same time. People forget facts, figures and theories, but they remember stories. People who know me can tell you how often I use stories in my own conversations, in my speeches, and in my daily life. I love to write great stories, and I love to read great stories.


This is the story of Perry the Peacock – a bright, talented, colorful bird – who comes to live in the Land of Penguins. He soon runs into problems because the penguins have established a chilly organizational climate that is formal, bureaucratic, and governed by a vast array of written and unwritten rules. Although his talent is recognized, his different and unusual style makes the penguins feel uneasy. The very thing that he was recruited for – his distinctive flair and creativity – is now viewed as a “problem” by the penguins, once Perry is inside the organization!

His experience reflects that of “birds of a different feather” in many of today’s organizations. While executives and managers today say that they want new ideas and new thinking from their employees, their actions indicate otherwise. New ideas are disruptive, they’re messy, they challenge the status quo, they require taking chances and increased risk, and they push everyone out of their comfort zones. So people who are different, people with new views on how to make the organization successful, are often discouraged from expressing them – much to the detriment of both the individual and the organization.


This delightful corporate fable follows the adventures of Perry the Peacock and other exotic birds as they try to make their way in the Land of Penguins. Their story is both entertaining and enlightening. This is a tale of the perils and possibilities of being unique and creative in a world that values comfort, safety, and the predictability of conformity.
If you’re interested in new ideas for making yourself and your organizations successful, read this little book. Creating a workplace where new ideas and innovation can flourish is a top priority for managers and employees alike. There are important insights for all of us!

Integrity

“Integrity is never being ashamed of your reflection.”



Without a doubt, your personal integrity is your most prized possession. Each day, that integrity is constantly tested, and you have an opportunity to prove it or lose it with every decision you make.



Doing the right thing is not always the easiest thing — but it is always the right thing to do. Choosing to do the right thing — even when it’s painful — ensures you will maintain your most precious possession throughout your personal and professional journey.



“There is no pillow as soft as a clear conscience.” John Wooden



“The time is always right to do what is right.” Martin Luther King, Jr.



“A good name is more desirable than great riches; to be esteemed is better than silver or gold.” Proverbs 22:1



“What lies behind us and what lies before us are tiny matters compared to what lies within us.” Ralph Waldo Emerson



“Until you make peace with who you are, you’ll never be content with what you have.” Doris Mortman

Introduction of Customer Love

I’m a big fan of Nordstrom. My wife is a bigger fan! For many years we’ve been impressed with the “Nordstrom attitude” when it comes to serving their customers. A few years ago, we were in Nordstrom doing some last-minute Christmas shopping. As we were walking through the men’s department, an employee came out of nowhere and said, “Sir, wait right here, I’ll be right back.” I watched him run over to the next counter about 100 feet away, grab something and start running back. When he got back, he said, “Sir, I think you’ve been trying on sweaters.” I said, “How’d you know?” He said, “The back of your black shirt looks like it’s been snowed on, and it’s not snowing in here!”
We both laughed and he proceeded to remove the fuzz with his lint roller. After about 10 seconds he said, “That’s it…you’re free to buy more stuff. I hope you and your wife have a wonderful Christmas!”
After spending about one hour in the store, we each had three Nordstrom bags, and as we were walking out the exit into the rest of the mall, another employee ran over and said, “Let me keep all these bags here while you do the rest of your shopping. They’ll be right here, just ask for me.” He introduced himself, as did we, and he handed me his card.
About one hour later, with more packages from the mall, we came back. As we walked into the store, I saw the gentleman who had taken our bags walking toward us with a big smile, “Welcome back Mr. and Mrs. Anderson.” He then looked at our new shopping bags and said, “My goodness, you’re going to have a load. Can I help you take these bags to the car?” Now please understand, it’s Christmas, the store is full of people, it’s cold outside, the parking lot is full…and this gentleman is asking if he can help take our bags to the car! Even though I said “no thanks,” I knew his intentions were 100% sincere. I have to tell you the whole service experience on that day blew me away, but I’ve learned over the years, it’s business as usual at Nordstrom!
As the founder of Simple Truths, I’ve come to realize just how much people love great stories! Two years ago we published a little book titled The Simple Truths of Service: Inspired by Johnny the Bagger. The book was written by Ken Blanchard and Barbara Glanz about a young man with Down Syndrome whose actions changed the culture of the grocery store where he worked. The book has been purchased by thousands of companies to inspire their people to utilize their unique talents to serve from the heart. Feedback from around the world has been amazing!
That's what this book is all about. More great stories to inspire great service. Read them, have your team read them, talk about them together. In fact, you may be inspired to write your own Customer Love stories on the road to making your service culture all it can be.
Never forget: Customer Service is not a department, it’s an attitude!

Leading to Top-Notch Customer Service

Here are two facts you can take to the bank: 1) Superior customer service is critical to your business success, and 2) As a leader, you have an important role in making it happen. So, what can you do to foster the kind of service your organization wants and needs? The following ideas should help:

• The first step in providing good customer service is to hire the right people. Make your selection process part of your customer service strategy. During interviews, ask questions like: “If you get this job, describe the kinds of things you will do to provide superior customer service.” Also, pose hypothetical customer service situations and ask candidates to explain how they would handle them.

• Clarify your expectations about customer service. Condense them to 3-5 key principles, give them a label (e.g., “The Big Four” or “The Game Plan”), and communicate them to everyone. Then, have follow-up meetings with employees to ensure that they know exactly what is expected of them.

• Provide training, resources, and coaching to help your people develop customer service skills. Make sure all training reinforces your specific service expectations.

• Remember that people do what’s EXpected when it’s INspected! Include “customer service” in all performance evaluations and feedback sessions. Prior to conducting evaluations, ask team members to submit a list of the specific things they’ve done to help provide superior customer service.

• Celebrate successes! Recognize and reward employees who provide exceptional service. Share their stories with others. This will help motivate the entire team. Motivated employees go above and beyond for your customers … and for the organization.