It Wasn't the Light

Something makes things truly happen in a company.

And it's not a course.

Not a manual.

Not a higher goal.

It's something else.

100 years ago.

In a noisy factory, full of dust and metal, a boss named George Pennock wanted to improve production.

He wasn't looking for a "quick fix."

He wanted something that really worked.

And he thought:

"If I improve the lighting, they'll produce more."

Simple, right?

With more light, they'll work better.

He called the Harvard guys, and they did a study.

First, they increased the factory's light.

Production improved.

Then, they lowered it.

Production improved, even more.

It didn't make sense.

If more light improves things.

And less light also improves things.

Then it wasn't the light.

Then someone asked the right question:

"What else changed?"

The answer was simple.

It wasn't the light.

It was that someone was watching them.

Someone was paying attention.

And that's how what they now call the Hawthorne effect was born:

People improve when they feel seen.

The same thing happens to you today, even if you don't own a factory.

In companies, we explain how things should be done.

We define standards.

We set clear goals.

And then the team is left alone to face reality.

Only with good intentions.

And you're left reviewing reports.

Convinced you've done what's necessary.

As if asking for what you want is enough.

But service doesn't happen because you explained it.

It happens when someone is there.

When someone observes how they attend.

When someone listens to how they respond.

When someone intervenes and says:

"Not that. Do it this way."

Or:

"That was good. Repeat it."

It's not talk.

It's presence.

Because reviewing numbers doesn't correct people's behavior. You have to be in front of them.

It's not that your people don't know what to do.

It's that no one is watching them when they're doing it.

People change when they know someone is watching them.

And also when they know no one is.

That's why the real work isn't giving a course and crossing your fingers.

It's accompanying them until the way of serving truly changes.

Take this test:

It will show you what isn't visible in the reports.

With care,

Carlos.

P.S. Remember, serving is the way.

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Shopology S.A. de C.V.

Av. Pacífico 468 Local C, Coyoacán, Ciudad de México, CP 04330, México

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