There is a Better Way
http://www.refresher.com/mindfulnetwork/articlelive/articles/126/1/There-is-a-Better-Way/Page1.html
Rick Sidorowicz
Rick Sidorowicz is the Publisher and Editor of The CEO Refresher, moderator of The Mindful Network, Minister of Culture of High Performance Retail, and Editor of 1001 Ways to Wow Your Customers. He also works with T4G Limited as a Business Strategist and Consultant developing innovative solutions for retailers and financial services organizations. His profile and contact information are @ www.ricksidorowicz.com . By Rick Sidorowicz
Published on 10/20/2008
Create the context in which your employees care about providing sincere, honest, friendly, knowledgeable service, and wowing your customers.
A better way
In this age of enlightened service how often have you heard the following comment?
“Every interaction one of our employees has with a customer is an opportunity for something to go wrong.”
… and then the logical conclusion …
“If I could get rid of every single human touchpoint we have with our customers, I would.”
C’est domage! This is more like the terminator school of management and is seriously flawed, lifeless, disengaging and demoralizing, and it will destroy your business.
Reality check:
Every encounter your employee has with a customer IS an opportunity to screw-up!
… and …
Every encounter your employee has with a customer is a new and unique experience!
… and …
You cannot script for every new and unique experience!
A better way
Create the context in which your employees care about providing sincere, honest, friendly, knowledgeable service, and wowing your customers.
How?
Clarify the desired outcomes;
Provide proper training and tools;
Provide reward and recognition for the achievement of desired outcomes;
Provide a set of values to guide behaviour;
Care about and truly value your people;
Encourage their growth and development;
Give your people a voice in the process;
Embrace the variability in behaviour and focus on the clarity and achievement of the desired outcomes;
Encourage your people to unleash their creativity and talent to achieve the desired outcomes.
“Every interaction one of our employees has with a customer is an opportunity for something to go wrong.”
… and then the logical conclusion …
“If I could get rid of every single human touchpoint we have with our customers, I would.”
C’est domage! This is more like the terminator school of management and is seriously flawed, lifeless, disengaging and demoralizing, and it will destroy your business.
Reality check:
Every encounter your employee has with a customer IS an opportunity to screw-up!
… and …
Every encounter your employee has with a customer is a new and unique experience!
… and …
You cannot script for every new and unique experience!
A better way
Create the context in which your employees care about providing sincere, honest, friendly, knowledgeable service, and wowing your customers.
How?
Clarify the desired outcomes;
Provide proper training and tools;
Provide reward and recognition for the achievement of desired outcomes;
Provide a set of values to guide behaviour;
Care about and truly value your people;
Encourage their growth and development;
Give your people a voice in the process;
Embrace the variability in behaviour and focus on the clarity and achievement of the desired outcomes;
Encourage your people to unleash their creativity and talent to achieve the desired outcomes.