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At one of my client sites, there is an automatic candy dispenser parked right by the leader’s office door. It sits alone on a shelving unit, always stocked with M&Ms in flavors you did not even know existed, including pretzel M&Ms.
It is a small thing, but it is genius. I had the same exact one, over a decade ago, and also used it in my office.
That little candy machine draws a steady stream of visitors. People stop in to say hello, ask a quick question, or share a bit of news, and while they are there, they reach for a handful of sweetness. It is part of cultivating a great customer experience, in this case, an internal one.
Here is why it works:
- An open door signals welcome. People can drop in without an appointment.
- There is an immediate treat. A moment of delight, no strings attached.
- It leaves a sweet memory. Literally and figuratively.
The real magic is not the candy. It is the conversations that happen because of it. The passerby who comes for chocolate and ends up sharing a challenge you can help solve. The colleague who reveals something personal, such as a child’s graduation or an aging parent’s struggle, and deepens your understanding of their world.
These moments create connection. They build trust. And trust is the foundation of strong leadership and real impact.
Sometimes, the simplest gestures open the biggest doors.
I’d love to hear your thoughts, what habits or techniques have you tried to build more employee engagement or customer experience? Do write to me and let's brainstorm together on ways we can improve them!
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