There are two types of people. The Leah Potkins from Spot Hero, and everyone else.
When one of her employees approached her feeling burnt out and discouraged, she could have lied and said that it would get better.
“That’s just the nature of the business.” Is what most people would say. Comfortable. No need to take action because that’s the way it is.
But she chose the harder path. She talked to the CEO to reduce the excessive workload for her call center team. She changed the way other employees viewed them by giving them capes and calling them heroes.
She made a de-stress area for people who just took a tough call and needed a break.
She’s insistent that the work these people do matters. She truly thinks call center employees are heroes.
Because of her work, employees love coming to the call center.
Oh yeah, and no one leaves. Not a single full time call center employee has quit in years.
Woah.
Belief is powerful and we all have the power to give it to someone.
(Inspired by Planet Money episode #740 – Burnout)
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