Page 64 - How to Drive the Bottom Line with People

Built to Serve

know that their cake, along with the celebration of
family and friends, will be memorialized in a photo

album for a lifetime.
In the same way, our florists understand that each
arrangement is special. During the course of a day,

they will play a central role in celebrating a couple’s
anniversary, wishing best of luck at a grand opening
for a local business, brightening the day of a cancer
patient, and paying tribute with a funeral spray to a
beloved friend after his or her passing. Which of these

orders would we consider “routine”? At United, if we
are connected to the emotions associated with each,
40
= the only answer is, “none.”

Professional satisfaction is derived from serving
others, not from posturing for the next promotion.
Deep meaning and job fulfillment can be found in
abundance if an organization’s culture is on target.
The old career model is recognized for what it is: a

misguided notion of what has come to be called “the
American Dream” but has been exported around the
world. Prevailing organizational wisdom today sug-

gests one must start at the bottom and slowly climb
the corporate ladder before making a real difference.
Unfortunately, that model results in disengaged team
members and costly turnover.