It is VERY easy to get in the 'routine' of any position or career. We simply must remind ourselves and our teams what business we are in and WHY
what we do is so important!
Our WHY is simple- the industry we reside in is notorious for substandard service and a lack of integrity and we choose to be the exception. We spend time WEEKLY discussing our WHYS, our areas for improvements, and our personal goals. What is your WHY? Does your staff know what your unique proposition is and are they passionate about delivering on your promises? Do you spend time as a team to increase awareness and your passion?
Consider these three areas to gain the loyalty of your team and your customers:
- KNOW: Leading by example and conveying your dedication to service is how your team will KNOW what you expect and what type of service your company provides! If you are unclear or vague in your expectations, you send a very different message and that will translate to mediocre service (at best).
- SEE: Your team is always watching to SEE how YOU provide service to your customers and to your team. You are always setting the stage for excellence when you interact with your team and the way you deal with sub-par service also sends a mighty message! If you find yourself being tempted to 'let this one thing go' or you are tempted to overlook a less than excellent delivery of service- it will just be a matter of time before your entire organization is doing the same. Likewise, if your personal service to your own staff is less than stellar- be prepared to see that reflected in the service level delivered to your customers.
- GIVE: Very few people in service-related positions realize the impact their job can have on those they serve. Think about a time when you received Excellent Service: didn't the experience leave you feeling great? When teams realize that their job is touching people and making a difference (instead of just answering a phone or sending out a product), they begin to see their role as a giver- as a Gift Giver.
Poor service is very common today because people have forgotten their value and the value they bring to others! Encourage Passionate Delivery of Service as a way to increase customer satisfaction AND you will be pleasantly surprised to find that job satisfaction increases right along with the level of service. Work with your team to remind them of the contributions they make to your organization. Set the service bar HIGH and don't back down. Encourage your team to see the People in the Process because Excellent Service is delivered by teams who are Passionate about being Gift Givers!