I watched Drumline (2002) for the first time while I was in high school. However, it wasn’t until I worked at Deer Valley during the 2017-2018 season that I fully appreciated the movie’s dedication to teamwork.
When several freshmen show up late to their first practice, Dr. Lee, played by Orlando Jones, unveils his band’s philosophy, “When one of us is late, we are all late. When one of us looks or sounds bad, we all look and sound bad. So whats the concept?”
“One band. One sound.”
From an internal perspective, this shift allows teams to move from identifying the problem to fixing the problem. By shifting the focus from the individual to the team, teams eliminate the backstabbing drama which saves everyone time and energy.
Just like in a band, there is still plenty of competition for first chair or that top performer title. However, with this concept, rather than soaking up the glory, leaders are expected to help their team elevate their overall performance. This includes sharing best practices, looking for ways to work smarter, and coaching under performers.
From an external perspective, companies have to stay sharp. While working with customers, guests and clients, consistency is key. If your employees don’t know and follow policy, a customer isn’t going to have a chance.
Good or bad, customers are rating and sharing your company’s performance. In today’s digital climate these ratings could surface through any number of channels:
- A customer/guest working through an issue with the customer service department
- A post-service survey
- An online review
- Or in extreme cases, it can escalate to the news outlets.
It is important that employees feel empowered with a since of ownership in the company. When employees feel a stake in the company, they will do their best to adhere to company policy while taking care of the customer/guest. Sometimes they will go the extra mile.