While I always thought that I was teaching my dog, Duke, when I was training him, it turns out that I've learned quite a bit from him as well.
Have a ball! Play fetch or tug of war with a rope- Play is a great way to invigorate and energize the atmosphere in any setting. Change things up and put some fun into your company. "Running the Business" can be stressful. Staff that enjoy their working environment are much more likely to enjoy their jobs, take ownership of their responsibilities, and to strengthen customer relationships. Be sure to incorporate some fun in your everyday world at the office. Have a team building event, invite a massage therapist to give 10 minute neck and shoulder massages during a break, have a tailgate party before the big game in the parking lot during lunch, have a wacky hat day, whatever. Just have some fun!
Training can sometimes take a little while - While we want instant results, we need to remember to be patient. While we sometimes expect people to pick up on trainings immediately, keep in mind that you most likely presented a lot of information that needs to be integrated. If someone hasn't been in the mindset of customer focus previously, it is a process that may take just a little time. My trick? Start at the beginning of the customer encounter - with the hello. Model and train the preferred greeting of customers into your world. Once that is mastered, move on to the "middle" or the interaction itself. As long as you are moving forward, it's all good.
A treat or pat on the head is AWESOME! People, as well as dogs, love to be recognized for good behavior. When you notice someone going out of their way to help a customer, solve a problem, use fantastic questions to better understand the needs of a customer, be sure to recognize them for it. Whether it be a surprise coffee card or a heartfelt " I really liked the way you connected with that client and asked the probing questions," the acknowledgement is always appreciated. Remember, the behavior that is rewarded is the behavior that is repeated. This will also spill over to the rest of your staff. When they see and hear someone displaying the right actions and be rewarded, they in turn will follow.
Forgive the chewed shoes - We all make mistakes. Our teams usually have good intentions. If you haven't trained for the desired behavior, you really can't hold natural instincts against someone. If they truly thought they were acting in the best interest at the time, you must understand and acknowledge the good intentions, then redirect to what should be done next time. It can be painful if the "shoes" were expensive, but consider it a training opportunity. Identify what went wrong without blaming, learn from it, and then move on. If the problems continually persist, then some remedial training may be worth checking out.
Consistency is key - When it comes to the customer service levels your business displays, consistency is crucial. Customers expect consistency in the service and attitudes they receive from you. They want great service each and every time. They rely on that. They get confused when we treat them really well some of the time, then hardly even acknowledge their existence other times. Inconsistent service levels have a dramatic negative impact on customer loyalty. It puts doubt in the customer's mind and they are very likely to move on to find your competitor that provides solid service every time.
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