I was standing in line at Starbucks for a cup of green tea and spotted a package of three small vanilla shortbread cookies. Before I knew it, my hands were giving them to the barista to ring up! She had trouble scanning the item and called for the manager to help. The barista asked her manager if there was another way to enter item into the cash register. The manager responded: “Just hit the impulse button!”
There it was in a flash. I was called out and coded as an IMPULSE purchaser! They nailed me. Maybe not the best customer service moment, but they were right. Those three little devils of delight called my name and said “you need us with your tea!” Others in line heard the response and smiled as I walked away.
Apparently I am capable of impulse decisions, at least at Starbucks. Then it hit me as I sat down… Is there anything I do on impulse as a leader?