Tag Archives: consistency

How to get consistency

consistencyOne of the workshops I was delivering last week was for a group of new supervisors. I love delivering this type of training, particularly when the participants are so eager to learn.

One of the things we discussed was the importance of consistency. It’s so easy in an environment where people work different shifts to end up with dual standards. Not intentionally, but when team members may report to different managers or supervisors on different shifts or on different days it can get confusing.

And if manager A says one thing, and manager B says another it’s easy for the team member to make up their own ‘rules’. Even when the standards are laid down, different managers may have different interpretations of the standards, or have different priorities.

This lack of clarity can lead to uncertainty.

In my experience everyone like to know what’s expected of them. So here are 10 considerations to help you to help your team be clear about what you expect of them.

  1. Agree what good looks like in behavioural terms and document this, so there is always a point of reference in case of any uncertainty.
  2. Lead by example; each manager may have their own style, but their interpretations of the standards and their own behaviour should still demonstrate a consistent standard.
  3. Ensure the same standards apply to everyone. It shouldn’t matter what shift they are on or who is the team leader/supervisor/manager on that shift.
  4. You can still be flexible by focusing on the end result, rather than dictating how to do a task. This allows people to adopt their own style.
  5. Once you’ve set your expectations make it possible for your team to reach these by providing the appropriate tools, resources and training to do the job effectively.
  6. Communication across the management/supervisory team is key. If any of the  supervisory team doesn’t have the same knowledge as everyone else it’s bound to have a knock-on impact on their team.
  7. Conduct proper handovers at the change of each shift. Make this as simple, clear and easy as possible, otherwise they won’t happen. If you need 2 versions of this one for face to face and one where shifts don’t overlap, have 2 versions.
  8. Provide a quick and easy forum (such as WhatsApp or Messenger) for managers and supervisors to keep abreast of day to day ideas, questions or issues and anything that’s impacting the team.
  9. Create an environment where it is easy to share best practice, recognise good performance and nip problems in the bud. Face to face will normally be more productive.
  10. Whenever you promote someone internally into a supervisory role, ask them for their thoughts and ideas on setting expectations or gaining consistency; they will know from first-hand experience where there are any uncertainties or inconsistencies, and where improvements can be made.

Time for action

If you only do one thing – Bring all your supervisors and managers together and re-establish what good looks like.

Related posts: https://www.naturallyloyal.com/set-expectations/



Consistency +1%

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On the third day of Christmas my true love sent to me…

 

Tip #3

Consistency +1%

Do what you say you’re going to do and when you’re going to do it. Better still plus a little bit extra.

Everyone talks about going the extra mile, but in my book going the extra inch is enough as it gives you some leeway add something extra next time!

Whatever you deliver now effectively sets your promise for next time to. So ensure you’re able to maintain consistency, or consistency +1%


What do your customers remember most about their customer experience?

On the 12th day of Christmas my true love gave to me… last impressions

A truly Memorable Last Impression

What’s the very last thing your customers see, hear, smell, taste or feel as they leave.

What will your customers remember most about doing business with you as they drive off into the sunset?

Whatever happens in the last few moments of their transaction will undoubtedly influence their lasting impression.

It could be the bill, and whether they see it as value for money. It might be the wait to part with their hard earned cash, or the way the payment is acknowledged.

It might be the attitude of the last person they speak to on the way out or in your car park. The offer of help (or not) carrying items to their car. It could be the route to the car via your backdoor, the view behind the scenes you’d rather they didn’t see; or a visit to your toilets, which might not be as pristine at the end of the day as they are at the start.

What’s the last conversation they hear as they leave? Is it all genuine smiles and sincere thank yous, or do they get to hear the back stage gossiping and gripes? Or the complaints about how busy they’ve been and how tired they are, or about how poor your payment process because of the slow internet connection which is why they’ve been kept waiting.

Do they feel appreciated and that you’re sorry to see them go?  Or are you unintentionally making signs that you’ve other more important things to be getting on with? The equivalent of impatiently looking at your watch or getting the hoover out! It may not be obvious, but letting them know you’re running late, that you’re relieved it’s home time or closing time, showing signs of rushing them out of the door or off the premises.

Any one of these could influence your customers’ lasting impression. The one they remember as they drive away, when they get home, or next time they’re thinking of doing business with you….



 

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