Do You Care Enough to Keep the Very Best?
May 23, 2008
Take the 15 Day Trial Today. Learn more about this Call Center VIP membership site now.
Last night we went out to dinner at a French Bistro restaurant in our home town in
The waiter did not engage you and seemed to be emotionally distant. The service was good, but no real effort was made to connect with us. It seemed so different than the Italian restaurants we love.
So what was the difference? My wife commented that you do not hear much about the French Bistro. The food was excellent, but we probably would not spread the word. Why? Because we did not feel cared about as customers.
Perhaps the owner of the Bistro could have a conversation with the waiter about the apparent disconnection with customers. The feedback given in a caring way could be pivotal to the success of the restaurant and the employee.
Do you create a remarkable experience for your customers where they are happy to spread the word? It does not take a marketing budget, rather a mindset of building relationships.
Engaged workers produce more, make more money for the company, and create emotional engagement and loyal customers. They contribute to good working environments where people are productive, ethical and accountable. They stay with the organization longer and are more committed to quality and growth than are the other two groups of not-engaged and actively disengaged workers.
Happily Engaged Workers
• Employees must have a strong relationship with their manager.
• They must have clear communication from their manager
• They need a clear path set for concentrating on what they do best
• They need strong relationships with their coworkers
• They must feel a strong commitment with their coworkers so that they take risks and stretch for
excellence
Engaged employees tend to get the least amount of focus and attention from managers, in part because they are doing what they are needed to do. They set goals, meet and exceed expectations and charge enthusiastically toward the next tough task.
Great managers do not leave these excellent employees alone. They spend most of their time with the most productive and talented people because they have the most potential.
The challenge for managers comes when the first signs of disengaging appear from an engaged worker. The symptoms need to be addressed immediately or else the disconnection is most likely to continue. Most of the time this disengagement process can be interrupted by having meaningful conversations that strengthen commitment through relationship.
Do you take the time to keep the very best fully engaged?
Working with a seasoned executive coach trained in emotional intelligence and incorporating leadership assessments such as the BarOn EQi and
Dr. Maynard Brusman is a consulting psychologist, executive coach and trusted adviser to senior leadership teams. We provide strategic talent management solutions to select and develop emotionally intelligent leaders and lawyers.
The Society for Advancement of Consulting (SAC) awarded two rare "Board Approved" designations for Dr. Maynard Brusman in the specialties of Executive/Leadership Coaching and Trusted Advisor to Attorneys and Law Firms.
Subscribe to Working Resources FREE electronic newsletter at http://www.workingresources.com Visit Maynard's Blog at http://www.WorkingResourcesBlog.com
Tel:
Fax:
Article Source: http://EzineArticles.com/?expert=Maynard_Brusman
|
|
Delighting Customers
May 6, 2008
They are your lifeblood. And through Delighting Customers frequently and often, you will drive success to your business or organisation.
The key to understand here is that Delighting Customers is just that - it is more than satisfying, it is delighting them. Making their journey to you memorable. So, sorry, OK is not enough from now on - ever.
"Every business is built on friendship."
J. C. Penney
So, it is more, much more than creating a successful transaction. It is about a relationship that is far stronger.
Top Ten Things About Delighting Customers
Think of a time when you went 'Wow - that experience was something…'. It could have been a call centre, a store or at your doctor's receptionist. Sometimes, just sometimes, you get such memorable service you want more - and that place is special.
The very best places at Delighting Customers…
Have Confidence
They have people who are at the top of their game because they have the right training and use it in an enlightened culture.
Have Fun
By encouraging fun with each other, their people have fun with their customers and build happy relationships. This builds for the future.
Do More
By 'going the extra mile', their people show they care - not just superficially - but truly care for their customers
Put Customers First
No distraction gets in the way of being there for the customer. Great places have people who, come what may, have their customers needs first.
Empower Their People
In this way, their people are allowed to do anything that gets the very best outcome for their customers. They are encouraged to make sensible decisions to exceed the expectations of their customers.
Workaround Processes
They realise that whilst processes and systems are important, they are secondary to the needs of their customers.
Are Very Aware
They sense well. Meaning that they take in behaviours, words, moods and other signs to appreciate customer needs - in the moment; straight away, which strengthens the bond between them.
Follow Through
They do what they say they will do. Promises are always kept and everyone understands that as a given.
Respond to Feedback
And as the people are aware, they also pick up signals and signs. Where change is necessary, they respond urgently. They understand accountability and nothing slips by.
Treat Their Own People Very Well
In such organizations, their people are always treated well and there is a culture of trust and honesty. No one is ever blamed, though lessons are learned and in a supportive and generative way. This is reflected in their work with customers
Ten Ways to be Better at Delighting Customers
- Empower Your People
Give free rein to all of your people to do anything that makes your customer service special. - Don't 'Sell' - Offer Solutions
Be flexible in your approach - sometimes don't make a sale. But offer solutions in the best interest of your customer. Be really nice people! - Do Something More
And when you've offered the solution, do even more. One last act; one extra mile - think it through - let your people own their unique solutions. Trust them. - Be Interested in Them
Listen well to your customers - get interested in what's important to them - even if it's not related to a sale. But do it very, very well with sincerity. - See Their Point of View
Get to the bottom of what issues your customer has - and however challenging it might be, see their point of view - put yourself in their position. - Watch from a Distance
Truly experience your customers journey in your business. Actually experience it! Call the call centre, pay at the till, observe the service standards - then get to the source of issues you uncover - the true source and fix it. - Bend the Rules
Give your people license to include customers in bending the rules a little. Let your people 'cheat' your systems a bit, and let the customer in on it! - Fix Things
When you are hearing or seeing things that are wrong, respond positively and quickly and let your customers know what you've done. Thank them for their involvement. Use complaints as a really exciting and positive thing to help you grow and improve - celebrate them! If it fits, reward them somehow. - Follow UP
Keep in touch with customers - check if their products or services are OK and provide people who can help them if not. Profit in comes from repeat orders. - Open Your Culture
Hear what your people are saying - ask them if they are happy - if not, what you can do to help them. Dissatisfied customers come from dissatisfied employees - only you, as the boss can make this better.
5 Simple Actions You Can Take Today!
Target three customers a day where you do something unexpectedly positive for them. Next step - find out from your people what they might do in this way.
Enable your people to make every possible customer delighted. Turn off the blame and fault buttons in your organization!
Talk to your customers and show real interest - ask them more about what turns them on - be very sincere - checkout Communication
Find out what irritates your customers and fix it fast. If you can, let them know.
Get to know what is getting in your people's way from Delighting Customers. Make the changes needed openly and be prepared to make changes in yourself first.
Read some great books like:-
"First Break All the Rules (especially Chapter 4 - Rules of Thumb - Rule 4) - this is a brilliant book anyway, so buy the thing! - Marcus Buckingham and Curt Coffman
"Delivering Knock Your Socks off Service" - Ron Zemke
"Customer Centered Growth" - Richard Whiteley & Diane Hessan
"Used by permission of www.coaching-businesses-to-success.com"
