When was the last time you thought about the significance of alignment? It affects performance in so many ways. Our car drives straight and true when it is properly aligned. Doors open and close when they align with the frame as they should. Chiropractic promotes health benefits with proper alignment of the spine. I'm sure at least one or two other things that rely on alignment come to mind when you think about it. How about your business? In business, alignment is when we the entire team is moving shoulder-to-shoulder in the same direction, focused on the same thing, speaking in one voice. This is wholly different from what we typically picture when thinking about company alignment. It is horizontal alignment rather than the typical Top-Down, vertical alignment as many companies focus on.
I was having a casual conversation with a client a few days ago and he shared with me a recently completed service request for one of his customers. After completing the service request, the customer was caught off-guard by the amount of time my client’s team had invested in providing a “Disney” moment (making their dreams come true). When he asked the customer why he was surprised, the customer replied, “When I talked to my team they told me that all you did was take a copy of an existing report and change the way it looked to make the new report”. It occurred to me that he had experienced “The Iceberg Syndrome”. An obstacle of sorts that often leads to misunderstanding and dissatisfaction with our customers, our teammates, and our colleagues. Typically found when the person or people on the receiving side only see the 10% of the iceberg that is visible above the water, but are unaware, or perhaps don’t understand the other 90% hidden from sight below the water.