Author Archives: Caroline Cooper

Marking Milestones

engage your team

Engage your Team (and customers) by Marking Milestones

Can you remember what you were doing on the night of 20/21st July 1969?

I can, as I’m sure you can too if you are my age or older, as, like billions of others, I was sitting with my brothers watching in awe as Neil Armstrong and Buzz Aldrin became the first men to set foot on the moon.

Watching the events relived this Saturday was still tense even though we knew full well the mission was a success.

Marking milestones in your business is a great way to engage both your team members and your customers. They don’t need to be as momentous as the moon landings; simply recognising any small personal milestone, proud moment or a significant event shows you care.

Here are some moments you may wish to mark to engage your team and/or your customers

Celebrate and share business successes

  • At the end of the year remind your team of all your achievements over the past 12 months and create a buzz for the year ahead. What milestones have you achieved as a business and individually? What were the highlights? Engage your team by recognising their contribution. Team members are more likely to be loyal and work harder for a business they believe in.
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  • Let everyone know when you’ve had a good month, won a significant piece of new business, or achieved an important milestone. Share the success with your team (and customers if appropriate). Recognise and show your appreciation for those who have contributed to this success. Be sure to recognise all departments, including back of house staff, or those in non-customer facing roles.This can be a great morale booster; it’s a great way to thank them for helping get to this point and to gain buy-in for the potential work it will involve over time.
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  • Don’t forget key anniversaries for your business; it’s a great way to remind your team of your heritage and the values your business is built upon. Even if you’re not long established as a business track back to key moments in your own background (particularly relevant if you are a family run business), or research the history of your building or area, or key historical dates in your industry.

Proud personal moments

  • Recognise and celebrate with your team members those important moments outside work: arrival of their first grandchild, child’s graduation, a significant fund raising activity for charity, a personal achievement such as passing their driving test.
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  • Make a note of the key dates in their world – significant birthdays and wedding anniversaries; remembering these can make that person feel that little bit special on their special day.
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  • Remember the anniversary of the date each of your team members joined your business or your department. If you’ve a large team you might decide to celebrate the anniversaries of everyone who joined in the current month. This is a great excuse to bring people together who might not normally work closely together.

Celebrate non-work events

Be aware of other celebrations happening elsewhere which may resonate with your team. Such as:

  • Sporting success, such as those this month – we’ve seen Cricket World Cup, Wimbledon, Formula 1 GP, Women’s football.
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  • Charity events such as Red Nose Day, Children in Need, Macmillan Coffee Morning (27th September 2019).

Marking the occasion

It’s good to have the milestones marked on the calendar, but even better if you do something to celebrate.

Celebrations don’t need to be lavish. What’s more important is that they are sincere and will be appreciated by those you share them with.

  • A simple card to mark the occasion is a pleasant surprise, and adds a very personal touch, particularly when hand-picked and hand-written.
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  • Allow the freedom to have some fun; this doesn’t mean being unprofessional, but looking for opportunities that create a relaxed and enjoyable place to celebrate in keeping with the occasion.
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  • Recognise that some people love the limelight, others hate it. Sometimes a quiet “congratulations and well done” is all that’s needed and will have more impact than any over the top celebration.
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  • If it’s an occasion to be shared, will taking time out for coffee and cake to celebrate the occasion be a more appropriate way to engage team members than taking everyone down to the pub?
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  • When your team members are celebrating a personal milestone extending the treat to be shared with their loved one(s) not only makes your team member feel good but shows your appreciation of the support given by their friends and family.
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  • It may be that the best and simplest way to help team members mark a special occasion is giving them the opportunity to knock off early, so they have more time to celebrate with their family and friends.
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  • External awards are a great way to give recognition for the whole team. Keep your eye out for awards which are relevant to your business or your market. Just being nominated an award is a great booster.

Inviting your customers to celebrate

Marking milestones with customers is a good way to stay on their radar.

  • Many of the above ideas work well for customers, or a little unexpected gift (which might also be an excuse for them to visit again, but ensure it is something they will value, not just a blatant promotion for more business) can make them feel special and appreciated.
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  • If you’re a hospitality or leisure business, the most obvious things to celebrate are birthdays and anniversaries.
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  • Capture your customers’ birthdays, anniversaries and special dates on your database (with their permission of course) and then invite them back to your venue to celebrate, and receive something special of value to them. An easy win is to invite wedding couples back for their first (and subsequent) anniversary.
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  • For business customers congratulate them on a significant anniversary in their business, or the anniversary of when you started working with them (and this helps to reinforce your relationship).
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  • Keep your eyes on your local press for businesses winning awards or celebrating their own anniversaries, and send them your congratulations.
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  • Don’t forget anniversaries for your own business; it’s a great way to blow your own trumpet!

Take action

If you only do one thing:

  • Look ahead for the next month and identify the milestones you might mark to engage your team and/or customers to show them you are thinking of them.

10 more ways to engage your team and show them some love

3 Things to get your team enthused this week



Going the extra inch – Exceed Expectations

exceed expectations

What a fabulous weekend we had for sport! Although we did have a conflict in the Cooper household, which resulted in Formula 1 in one room, and tennis in another. Sorry, if you’re a cricket fan, that didn’t get a look in!

Thinking back, is there anything we can learn from Federer and Djokovic in that brilliant Wimbledon men’s final?

Here are 3 lessons I believe we can take away that relate to customer experience, and one aspect we probably want to avoid.

1. You’re only as good as your last experience

In Wimbledon, you’re only as good as your last match.

If you don’t win you simply don’t get through to the next round.

Likewise, in the customer’s eyes you’re generally only as good as your customer’s last experience. So, get it wrong once and you need on average 10 positive experiences to outweigh the negative experience.

To build trust your customers should be getting the same level of service each and every time they visit you so they won’t be disappointed on their second, seventh or even 70th visit.

2. You have to keep training

To keep delivering to such a high standard they have to train.

Not just every so often, but all the time. Always looking for incremental improvements.

It’s the same being at the top of your game with service. You have to train your team, not just as a one off, but ongoing, always refining their skills and your processes. You need to – not just meet expectations – but exceed expectations, so with regular customers this means continuous improvement.

3. Establish routines, rituals and habits

To keep playing their best they have their own routines and rituals.

The same applies in your business, to deliver a consistent level of great customer service and customer experience you have to have systems in place that help create habits, otherwise no two days will be the same and no two customer experiences will be the same. Have systems, routines or rituals for your team to follow, whoever is on duty…. Not just your exceptional team members, even your average ones should be able to deliver outstanding service every day.

4. The extra mile or extra inch?

These guys gave it their all.

So, I doubt either could sustain this level of performance day in day out.

This is where your customer service differs.

Everyone talks about going the extra mile. And of course it’s good to exceed expectations, but it doesn’t have to be massive. Whilst going the extra mile is good, just going the extra inch or two can make a difference and still leaves you with more in the bag to pull out next time!

Simple things such as getting back to people quicker than anticipated – speed always impresses, including something you thought they’d like just because you know it’s their favourite (the fact you’ve remembered this will of course earn you bonus points), or any of the little unexpected extras I talked about in last week’s blog, or in the video here

If you only do one thing

Delivering what you’ve promised is a given. But what can you and your team do to exceed expectations? Go the extra inch; not massive leaps; but aim for Consistency +1%.

That way you’ll always have something left for next time to impress those regulars!


Don’t ruin the surprise!

giving surprises

It’s my birthday today, and my husband is away, helping out a friend in France. I think it’s the first time in our 34 years of marriage we’ve not been together for at least some of the day on my birthday.

When the phone rang yesterday morning, I answered it with my normal greeting “Good morning, Caroline Cooper”. So the call didn’t exactly get off to a good start when the voice at the other end said “Is that Clive Cooper?”

When I went on to tell her he was away, she proceeded to tell me she was calling from an Interflora florist about the delivery of flowers for today; completely ruining the element of surprise!

To add insult to injury, she wasn’t allowed to discuss it with me (despite the fact that the flowers would be addressed to me) as I was not the person who had ordered them. Oh well, I just hope I’m not disappointed when they arrive!

Rather than ruining surprises we should be creating them instead.

That’s what GLUE does.

GLUE stands for Give Little Unexpected Extras, and this is a concept which works equally well for your team as it does for customers.

  • Giving little unexpected extras means firstly that you give something, so you’re not necessarily expecting anything in return; it’s not intended to be reciprocated, it’s simply being generous.
  • Little, means it doesn’t have to be anything lavish, it could be as simple as a thank you card. It’s not a big deal, but is actually something that means something to the individual.
  • It’s unexpected, so that means that not everyone is going to get otherwise is no longer surprise.
  • And it’s something extra, something over and above what you normally do, offer or include

So let’s think of a few examples:

  • It could be that one of your team members are about to go on holiday, they’ve put in extra effort over the last few days so as a thank you, you give them the opportunity to go home a couple of hours early to get sorted and packed.
  • It could be as simple as putting a little thank you card in the post, to a customer saying we really appreciate your business, or to a team member saying thank you for helping out or going above and beyond on a particular project or event.
  • It could be as simple as this, you see it’s raining, and the customer doesn’t have an umbrella, so you find them an umbrella to see them on their way.
  • Or a customer mentions something you don’t normally stock, but you go out of your way to find it for them
  • Gift wrapping or packing something with a personal touch or greeting because you notice it’s for a special occasion
  • Including something extra just because you think they’ll appreciate it due to e.g. the weather, time of day, who they have with them.

All these are spontaneous unexpected extras – all of which are tailored to the individual and the situation. They’re simple little gestures that don’t cost much.

They are all things that are low cost to you but which the recipient will really value.

So, make your ‘extras’ relevant, well timed and personal.

Start by giving little unexpected extras  to your team, so they are on the receiving end and they know how it feels.

And then give them licence to give little unexpected extras to your customers.

Take action

If you only do one thing, add some GLUE for someone today – whether it’s their birthday, as a thank you, or simply to let them know you care about them.

Related video: https://youtu.be/aWQtQx8tMtU

Related post: https://www.naturallyloyal.com/employee-recognition/



A non directive approach

non directive

Does your team need your direction all the time?

Have you ever noticed how those people who constantly look to you to solve the slightest problem or to make the easiest of decisions, seem to manage fine when you are away for a day or two, or even a few hours?

Having to deal with every question or every problem your team face can be draining for you and does little to develop your team.

If you’ve always been quick to resolve problems for them it’s all too easy for this to become the accepted norm. But doing this denies team members of the opportunity to think for themselves. By turning things around and getting them to come up with their own solutions leads to an increased awareness of what they are doing and how they are doing it, better buy in and commitment to the solution, increases their confidence and is good for their development.

Of course this approach may not be possible or appropriate in every situation. So when is a more direct response needed opposed to asking them to solve their own problem or question?

A more directive approach may be more appropriate when:

  • It calls for speed
  • It’s a high risk situation
  • When you need to retain full control
  • There’s no debate as it’s a policy or legal decision has already been made
  • When the person isn’t yet capable or had sufficient experience, and asking them may make them feel vulnerable

The downside of being very directive

  • Limits people’s potential
  • Restricts innovation and fresh approaches
  • Gives no ownership or responsibility
  • Provides no opportunity for development and can even make people ‘lazy’ if you always solve their questions
  • It assumes you are right!

A non directive approach has the following benefits

  • Develops people assuming they have the basic experience or knowledge to build on
  • Gives them ownership
  • Helps with problem solving as it can generate more than one solution
  • Allows for continuous improvement as they might find a better way of approaching the situation
  • Gives a sense of achievement
  • Builds confidence when team members come up with their own solutions
  • Takes the pressure off you in the long term as people get used to coming up with their own solutions
  • Means you don’t always need to know the answer!

So the following situations might lend themselves to a non directive approach

  • There is reduced risk, or at least an opportunity to monitor or correct things before putting anything at risk
  • The team member has the appropriate skills, experience or knowledge to work things out for themselves (even if they don’t have the willingness to do so)
  • When there’s a degree of flexibility in the way something can be approached (even if the end result is not negotiable, such as legal requirements or demanding targets)
  • It’s not time critical and provides some time for the team member to think or talk it through

What if the customer is waiting?

Most often speed is given as a reason not to use a non directive approach.  “We can’t keep the customer waiting while I coach them. I’ll have to spell out what they should do.” Or you end up taking over completely and dealing with it yourself.

In this instance use a directive approach initially, then go back afterwards to review with the team member what you told them to do (or how you handled it), and why, and what they could do in similar circumstances to resolve the issue for themselves.

As a line manager team members will still need direction and guidance from you, but to develop them, get their buy in and improve productivity put some of the onus on them to come up with their own ideas and solutions as often as possible. It won’t happen over night, but if you always encourage them to come up with their own answers they’ll soon get used to it.

Action

If you only do one thing – the next time someone comes and asks for you for guidance or has a question turn it back on them and ask “what do you think?”

Related articles

Using the Coaching GROW model


Creating a Learning Culture

Creating a learning culture

Can we really learn from mistakes?

Well, yes. Providing we’re able to spot the mistake, make the effort to understand the mistake and be open to learning from it.

And the same applies with your team.

Let me explain…

A few weeks’ ago, I was at a conference and one of the talks was on creating a learning culture. To my mind there was one aspect of this which was completely overlooked. And that was to create a learning culture you have to be prepared for people to make mistakes and to help them learn from these. Unless you do people will not be prepared to try new things or take a chance on taking action for fear of messing up and being blamed – even when they think it’s the right thing to do.

Here are 10 ideas to help create a learning culture, one where it’s ok to take a chance and make the odd mistake, so long as you learn from it.

  1. Set the example. Admit when you’ve made a mistake – when you’re open about making mistakes your team will be recognise that everyone makes mistakes. But, make sure you also focus on what’s been learnt as a result of that mistake (see The Emotional Bank Account)
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  2. Demonstrate your trust in team members by giving them responsibility and authority to do what they believe is right. E.g. to respond to customers’ expectations and requests in the way that they see fit. If they truly understand your values and what’s of most importance generally they’ll work out the best route to get there.
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  3. Define what levels of authority your team members have in any given situation, and give them examples of when they need to refer to a manager or get sign off, and when it’s OK for them to make the decision. But when you do have to get involved use this as an opportunity for others to learn from the situation, by explaining your approach and why you approached it in the way you did.
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  4. Build confidence; often people know what they should be doing, but just lack that certainty and confidence to do this really well, so give time and an opportunity for them to practise in a safe environment.
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  5. Listen out for hesitation. When you hear a team member saying  “I can’t…” that might be an indication they are fearful of making a mistake. Talk this through with them to identify any obstacles. Do they have the necessary resources, time, authority, peer support?  Let them know you are still there to support them.
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  6. Don’t expect perfection straight away. People need time to find their own way of doing things, and they shouldn’t feel afraid to make the odd mistake when they initially put principles into practice. Recognise and reward as they improve, even if things are not yet perfect.
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  7. Foster a supportive culture. It should be okay to ask questions and admit they don’t know all the answers, where they’re encouraged to seek out new activities and it’s accepted that people won’t always get things right. Recognise even marginal gains in performance are a step forward.
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  8. Give supportive feedback, and help people see their own mistakes, as well as encouraging them by pointing out what’s gone well. https://www.naturallyloyal.com/giving-effective-feedback/
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  9. Reframing. Get people into the habit of looking for solutions rather than trying to blame others. Asking “what can I do to improve the situation?” “What’s in my control?” Rather than focusing on what’s gone wrong, or seeing it as a failure.
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  10. Think about your emotional states. When you, your team – any of us – are in an unresourceful state (such as anger, exhaustion, boredom) if faced with challenges the tiniest problem can lead us to frustration or aggression; the slightest failure can lead to disappointment, blame or self-doubt; a hint of rejection can lead to defensiveness.

Take action

If you only do one thing towards creating a learning culture…

The next time you or any of your team make a mistake use it as an opportunity to learn from it and move on.

Book recommendation:

Black Box Thinking by Matthew Syed.

An inspiring book about how we cannot grow unless we are prepared to learn from our mistakes, by understanding and overcoming failures and demonstrates how even marginal gains all contribute to success.

https://www.amazon.co.uk/Black-Box-Thinking-Surprising-Success/dp/1473613779



How to Engage New Team Members

How to Engage New Team Members

Employee Engagement Starts Here

Nearly every business owner I know lists recruiting and retaining good staff high on their list of priorities.

Having gone to the effort and expense of finding a good fit, don’t waste this by poor induction.

Many hospitality, leisure and tourism businesses will be taking on seasonal staff now.

Maybe you are too?

The first few days and weeks in any job will determine how that person feels about your business and whether or not this is the place they want to stay. It might just be for a season initially, but who knows… maybe even to pursue their career here. Is this an environment where they’ll be happy, fit in and feel their contribution is valued?

Getting this right is as important for temporary or seasonal staff as it is for permanent. They too can act as ambassadors for your business, and make all the difference the next time you need to recruit. Quite apart from the impact they can have on other team members and your customers depending on how well they’re equipped for the job.

People like (and need) to know what’s expected of them. But your on boarding process should go far deeper than simply their duties and contractual obligations.

If you need to re-vamp your on-boarding process or want to learn more about how to engage new team members I’ve just made that chore a whole lot easier for you!

Take action

If you only do one thing, take a fresh look at your on-boarding programmes and how you engage new team members, and ask yourself do they really give the best possible start for anyone new to your team to be a productive, happy and engaged team player in your business.

p.s Start your on-boarding process as soon as possible; the more you can do before their first day the quicker they’ll get them up to speed.

Discover more here…

 


Getting emotional

improve customer experience

Why Emotions Matter to your Customer Experience

Last week was full of emotions for me. Tuesday marked the 25th anniversary of my mother’s death, Wednesday would have been my father’s 90th birthday and of course Thursday commemorated D-Day. Who couldn’t fail to be moved by some of the incredible stories told by the veterans?

But emotions aren’t all ones of sadness, reflection or gratitude.

Emotions are key in influencing our customers’ perception of service and their likelihood of buying from us, becoming a repeat customer and in recommending us to others.

In fact:

Over 50% of the customer’s experience is down to emotions.

Your customers’ experience can be your single most valuable competitive advantage, whatever type of business you are in.  But, when it comes to experience based businesses such as hospitality, leisure and tourism this of course is even more important.

It’s the experience and emotions you create for customers that gets remembered.

Their experience is based on their perceptions and how they feel about your business. In other words, it’s based on their emotions. And you and your team are the key drivers of these.

So, what do we want customers to think and feel about us and when with us; what emotions do we want them to have?

These could be emotions of fun, joy, happiness. They might be ones of pride, excitement, achievement. They might be security, reassurance, comfort, or indulgence, inspiration, relaxation… I could go on!

Think about what your customers really care about and why they buy from you specifically.

When you and your team know the emotions you want your customers to have at each stage of the customer journey it makes it so much easier for everyone to determine what needs to happen at each stage and therefore what actions and behaviours are appropriate. All too often we tell people what they should do or say, but not necessarily explain why.

When getting team members to think about customers emotions here are a couple of exercises I use:

1. The Thank You Letter

This is a useful exercise to get your team thinking about how they want customers to feel about the business as a whole but also about them personally.

The participants are to imagine they have just received an appreciative thank you letter from a customer, one which makes them feel happy and proud.

Ask them to jot down a few ideas about what might be in that letter that makes them feel good. What would be the things they’d like that customer to notice about them.

Then ask them to write the letter they’d love to receive!

The purpose of this exercise is to get them thinking about the perfect customer experience and how they might contribute to it.

2. Customer Needs and Expectations

Delivering excellent customer service and ensuring people have a memorable experience when they visit starts with understanding what they want and expect.

This exercise helps your team recognise that different customer groups will have different requirements and will want different things.

When I’m training I ask participants to identify their main customer groups, then get them to visualise each group – picturing the person (if a family, they might want to split this into parents and children and even sub-divide for different ages of children)

They are to give each person a name, gender, age, where they live, disposable income and other basic demographic information, then start adding in the detail. You can start to build up a detailed profile of them, their family and friends, their favourite pastimes, food, habits, interests, values, etc. Anything that’s important to them so you build up a profile until you feel you know them as a friend. Then draw an image of this person (and family if appropriate). A stick man is fine!

Under the picture I ask them to identify the needs, wants and expectations of that customer, that will be specific to that category and not so important to other categories of customers, thinking about their emotional needs a well as their physical needs?

Recognising that the customer journey and what influences their perception of the customer service can be determined before they even make direct contact with you, this can impacted by how they are feeling at this first touch point.

With these needs, wants and expectations in mind in an ideal world…

  1. How would they like these customers to be feeling before they arrive?
  2. How would they like these customers to feel whilst here?
  3. How would they like these customers to feel as a result of their visit? E.g. how would you like them to feel when they leave, how would you like to be remembered?

Emphasise you want them to be thinking about feelings and emotions, not about actions and behaviours.

At the end of the exercise ask them to identify:

  1. What you do brilliantly? This might include things you do that are unique or special that make you stand out from your competitors.
  2. What are the things you do really well, we’re 99% there, but with just a 1% tweak, we could make even better? (i.e. with minimal effort we could make a big difference.)
  3. Pick one emotion or feeling you are not yet achieving as well as you could. What could you do or put in place to improve this? Get them to focus on things which are within their own sphere of influence, i.e. things they could do, say or put in place that would make a difference.

Take action

If you only do one thing to improve your customers’ experience – identify the top 3-4 emotions you’d like your customers to experience when they visit/buy from you.

Related posts: https://www.naturallyloyal.com/employee-recognition/

https://www.naturallyloyal.com/emotional_triggers/


Giving Effective Feedback

giving effective feedback

Giving effective feedback

Last week I was a guest on a webinar and was speaking on the topic of giving effective feedback. We did a poll at the start to ask if people felt they give or receive enough feedback. 80% responded NO. This stacks up with the feedback I hear from delegates on my workshops too.

I know I’ve written on this topic before and I make no apologies for doing so again as I believe giving effective feedback is such an important skill for any line manager, mentor or coach. When done well, not only can it improve performance, but it can be a great morale booster too.

I’m not going to go over the structure again as you can read about this here or watch a recent video here (starting at 1:47).

But, here are my before, during and after tips on giving effective feedback.

Before

  • Know what good looks like, so you know what benchmark you’re using for your feedback.
  • Ensure all line managers are consistent in their expectations and messages; this is particularly important when team members report to different managers/supervisors on different shifts.
  • Be clear on objectives/the outcome you were looking for as result of giving feedback; is it to see an improvement (if so in what way?) or are you aiming to show recognition for a job well done and boost morale.
  • Timing is important. Ideally you want to feedback as soon as possible after the event you’re feeding back on. If you’re feeding back as part of a general review, choose the most recent examples.
  • Consider moods/emotional states, both yours and theirs. If you’re frustrated or irritated by their performance, this will inevitably taint the feedback, so wait until you are in a better frame of mind.
  • Equally, if they are in a negative state e.g. tired after a long shift, this might be fine for giving morale boosting feedback, but if you need to see an improvement in performance this is properly not the best time.

During

  • Avoid fluff (see Fluff busting). Be specific and stick to the facts. If you need to deliver bad news, don’t fluff up the message in cotton wool. If you need to see an improvement, make sure this is clear. So avoid the praise sandwich.
  • Make it a two-way conversation, asking for their comments and ideas on how to improve or build on their successes.
  • Tune into their reaction: watch for signs that they are confused, defensive, or worried, and address these concerns during the conversation.
  • Demonstrate your trust in them. If they sense you have no faith in them, it will become a self-fulfilling prophecy.
  • Commitment: show your commitment and support for any actions needed following the discussion, and get their commitment on their part.

After

  • Be prepared to invest time and attention in following up, otherwise it implies it’s not important.
  • Monitor progress, offering support, guidance and coaching where it’s needed.
  • Maintain momentum; you need to be confident that any changes aren’t just adhered to for the next two days, what about the next 2 weeks or next 2 months? It takes time to embed new habits.
  • Recognise improvement or actions taken as a result of the feedback, and give praise where it’s due, so people feel proud of their progress/achievements. This means people will be more likely to be receptive to future feedback.

If you only do one thing

  • Give a piece of effective feedback today to at least one person in your team.



The Problem with ‘No Problem’

On one of the workshops I was delivering last week we were discussing the use of positive language. One of my pet hates is the response “no problem”. So we got into a discussion on why “No problem” is a problem…

Firstly, our brains are not very good at processing negatives. So, if we tell someone not to worry, tell a child don’t spill your drink, or a customer there’s no problem our brains focus on worry, spill, and problem.

Secondly, people think of you and associate you with the words that you tell them to associate with you. It’s no accident that in advertising you see words like luxury, easy, fresh, safe, exciting, etc.

This means you can plant the image in your customer’s head of what or how you’d like them to think about you and/or your business.

For example, if you offer a service or any kind of help, although you might solve your customers’ problems you certainly don’t what them to associate you with problems, but rather with help, helpful, solutions, easy.

If you offer accommodation depending on what your customers value most you may want to be associated with a good night’s sleep, comfort, relaxing, peaceful, pleasure, value, convenience.

If you’d like your customers to associate you with pleasure, use the word pleasure frequently. For example, when someone says, “thank you”, rather than responding “no problem” respond “my pleasure”.

In other words, people will associate you with the words you tell them to associate with you. So, unless you want your customers to associate your business with problems, stop your team using “no problem”!

Instead, start by identifying 4-5 words you’d like customers to associate with you/your business. Of course, every business will be different, and you want your customers to associate you with something that differentiates you from your competitors. If you have clearly defined values you probably already have some of these words already.

Then weave these words into conversations as often as possible.

So, the example of a helpdesk might use some of the following phrases:

“Yes, I can help you with that”,  “Let’s see how I can help you with that”, “Let’s see what we can do to help you with that”, “If we do x would that help you?”, “I’m glad we could help you”, “Is there anything else I can help you with?”

Give your team visual cues to remind them of the words to use. Although I’m not a fan of scripts, you can still encourage the use of these phrases in opening lines and closing lines of any customer conversations.

Action

If you only do one thing: Listen to how often your team say “no problem” to customers and find an alternative phrase for them to use which better reflects what you’d rather your customers associate with your business.


Employee Recognition starts with Thank You

Employee Recognition78% of employees don’t feel recognised!

That’s according to Debra Corey – one of the many interesting speakers at last week’s  “The Caterer People Summit“.

That’s a pretty shocking – and sad – statistic. She also cited of the money spent on employee recognition, 87% is spent on recognising long service (which is unlikely to have much impact on an ambitious 20 something), and her own research found that 72% of employees felt saying a simple “thank you” would make them feel more motivated and help build morale.

I know I’ve written about employee recognition many times before, but here are 6 of my own, thoughts on saying thank you:

  1. A thank you will have more impact if it’s spontaneous and in the moment; at the end of a busy shift, when you spot someone helping a colleague, when you see someone going out of their way to help the customer, whenever anyone demonstrates you values.
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  2. Saying thank you will have far more impact if you’re specific; what are you thanking them for, what impact that has had on the team, for your customers, for the business, etc.
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  3. Ensure your thanks extends to those beavering away behind-the-scenes. Your grounds and building maintenance teams, your housekeepers or cleaners, your finance team. All these people have an impact on your customers’ experience, either directly or indirectly, and ultimately on your business success.
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  4. Make your thank you’s personal and appropriate for the individuals. What would they appreciate most? Public recognition? A handwritten note from you or your owner/managing director? The opportunity to leave an hour earlier to tend to a personal matter? A small token gift relevant to an interest or hobby? Apart from the last idea, none of these cost; it’s never about the money. It’s the thought that counts.
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  5. Encourage your supervisors and line managers to show recognition. Recognition doesn’t have to be rationed, so encourage them to give this freely. Help them identify how powerful recognition can be. This, of course, starts with you and how you recognise them; be their role model!
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  6. Recognition doesn’t just come from the top. Make it easy for team members to show recognition for one another: when a colleague has stepped in to help someone who is struggling, when another department has mucked-in to support on a big event, when someone’s made a personal sacrifice to cover sickness.

Take action

If you only do one thing, make a point of thanking every one of your team members for something this week.