Some balloons fly...

What tells you about the state of engagement of employees in any organization? Surveys, data-crunching or scientific research methods? I am sure that these methods have their own validity but many times it is purely your encounter with an organization's human assets, which is enough to tell you about the true state of engagement.

Recently we were on the Bangalore-Mysore highway. While our way back to Bangalore, we stopped over at a highway Mc Donald’s. After stuffing ourselves with usual Mc delights, we prepared to leave. My 5 year old son was given two balloons by one of the restaurant crew members. Sweet gesture, I thought. My son as expected was delighted and came-out of the store with a big smile on his face. It was very windy day and the evening was rolling into dusk. The sky was overcast and rain was expected anytime (Bangalore is anyways known for its evening splashes). We were hurrying into our car to be able to get back home before it is too dark. In the meantime, my son in his attempt to play tossed up one of the balloons and swish... it went flying far away. In his enthusiasm he wanted to run behind the balloon which could have been dangerous on a highway. In my attempt to curb his enthusiasm, the second balloon also gone with the wind. Arnab was inconsolable. He had lost his valuable possessions and desperately wanted them back. We had to somehow put him in the car and as I was preparing to drive-away amidst Arnab's loud protests, someone knocked on our car window. We looked at the guy, he was one of the Mc Donald's crew members. He must have seen Arnab's balloonistrionics and understanding the mood of the child, had come running with three balloons (the third one perhaps to more than cover of the 5 year old's loss). I rolled down the windows and profusely thanked the crew member. Arnab was delighted. It is another story what he did with those 3 balloons inside the car, later on :-)

Reflecting upon that incident later, I thought what could be a better measure of employee engagement Here is an employee who goes beyond his normal stated duties and responsibilities voluntarily, just to bring a smile back on a young consumer's face. I am sure Arnab is ‘engaged’ for life to Mc D and I guess I am too.