Reflection – Storytelling

By: Fabian Jones

Challenge:

As part of my role as facilitator and team coach, I had the opportunity to work with people in  charge of customer service at the cable transport company “ZOlie” in Bolivia.

The challenge it was based in developing new behaviors that generate greater quality in customer  service for this transport service. The managers identified the need to give a magical touch to the  perspective of such a unique form of transport. Users travel through the sky, suspended by air,  with the most spectacular view of the city, however, the routine of the care process they receive  and the lack of attitude they experience, take away the importance of the service and, in many  cases, it was identified that the flow of use of the means of transport suffered a considerable  decrease.

Selection:

One tool that was very useful in the process was Storytelling, since it was perfectly suited to the  logic of highlighting film-worthy situations. Reinforce the way of telling magnificent and unusual  experiences. Share experiences from a different perspective, highlighting situations that go  unnoticed and subtract magic from the adventure of touring the city from the sky.

“I think the narrative helps leaders in terms of strategy because it makes it simple, it can be  counted, it gives color, life, character and plot to the strategy and allows the production line  worker to the vice president of marketing to understand equally. What we are trying to do.”  (Fabian Jones)

Application:

The tool was applied from two perspectives. The first had to do with a message to open the  sessions by the company's top manager, who, through video, told the story of flying over the city  from a creative perspective. Like a child who realizes his dream of having wings, like a child who  realizes his dream of having super powers, like a child who realizes his dream of reaching from  one place to another as if by magic.

A second perspective arose from the work of the workshop participants themselves, who forming  groups and using a Storyboard template, created magical stories related to the way in which  users make their dreams come true. Simple and everyday things transformed into magic. I would  like to share an example photograph.

Insight:

The application generated a lot of learning. The power of storytelling changed people's  perspectives. From the drawings created, the narrators told incredible, motivating and innovative  stories. Greater awareness of the importance of service quality was achieved. It was no longer a  matter of managers demanding that people act in a certain way. Now it's about being part of  history.

Approach:

I consider the tool to be very versatile because it is based on adaptability to the particularities of  people, companies and products or services. In my opinion, the number of possibilities is infinite.  I consider that, for future interventions with this tool, there must always be a clear adaptation of  the expected objectives. It is a tool that allows custom experiences to be developed.

