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When Tommy Lee Jones turned to his Men In Black sidekick Will Smith and said: “Don’t ever touch the red button!”, well, we knew it was only a matter of time before things went wrong.
For some people, life’s red buttons are an irresistible temptation. Just think back to the last time you heard the call bell repeatedly pressed by a passenger on an aeroplane or the neighbour who can’t press your door bell just the once.
And then there’s Donald Trump, the man with his finger on the ultimate button and who has a chequered track record when it comes to sticking by the rules and resisting temptation.
But what has all this got to do with your career? Well, quite a lot as it turns out.
Buttons are the way ahead. Buttons with smiley faces, buttons with frowns and a couple of other expressions in between are changing the way companies record customers’ emotions.
The move started in Sweden and has swiftly spread to Europe and America because of the accuracy of the outcomes.
Ask someone in a store to press a button about their experience – not go on-line or take part in a survey – and the majority of people can’t resist the impulse to push.
This simple system is spot-on when it comes to taking the emotional temperature on the shop floor, in the workplace or in the airport departure lounge.
It’s fast, efficient and totally anonymous but it provides such accurate real-time data that it gives bosses the chance to make amends for disappointing service even before the customer has left the premises.
Some of the big sports arenas in the US of A now use it to monitor satisfaction around their vending outlets during breaks in the action – responding fast by deploying more staff in those areas where spectators are getting upset about long queues or a lack of mustard for their hot dogs.
Retailers using it to track customer happiness at different times of the day have found by staffing-up at times when they were getting the most unhappy faces, sales have soared.
Happiness matters at all times but it is felt in the moment, so by tuning in to the on-the-spot emotions of their customers, retailers, service providers and all kinds of organisations are learning, if they put positive feelings at the top of their agenda, good results inevitably follow.
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