Companies that deliver great customer service have faith. What do I mean by faith? Having faith means, believing in something you have no proof of. We think that smiling, making eye contact, and using the customer’s name will bring them back but, we really don’t know it does. But, we do these things because we have faith that it will bring them back.
So many times participants leave my workshops with some great ideas that will allow their company to deliver outstanding customer service and separate them from their competition. Of those who do put their ideas into action, many, after a few weeks or months of not seeing the results they had hoped for, drop the idea.
Having faith is about measurements; you need to put things into place that demonstrate you are on the right track. If you develop a new customer service performance standard and you don’t have any signposts to help make sure you’re getting the results you want, you are very likely to stop doing it.
If you ever want to read a really good book someday, read “The Game of Work” by Chuck Coonradt. In his book the author gives you methods of how to measure, or keep score, of how you are doing. The key is to put something, anything, into place to help you keep score.
Let’s say your Big Picture is to live a healthy lifestyle. And to do that you’ve decided to put yourself on a diet and exercise plan to lose ten pounds. What measuring tool would you use to let you know you’re on track? A bathroom scale, right? No scale and you will have to use other, less accurate methods like notches on your belt. Or worse, you won’t have anything to go by. If this happens, you are very likely to stop pursuing your goal.
The scorekeeping method you use is best if it is (1) Objective; there is nothing subjective about the bathroom scale. Make sure your signposts are specific. (2) Self-administered; ask your staff what measuring method they would like to use on themselves. You will be helping the staff take ownership of the idea by valuing their input. (3) Dynamic; use two or three methods of measuring. Allow the employee to compare current performance with past performance.
Keeping the faith is all about measurements. Don’t let good ideas die on the vine. Have the courage to take action on your idea. Use signposts to make sure you’re on the right path. Give feedback to nurture the actions and help the staff take ownership of the idea.
Don’t become frustrated if you don’t get immediate results. Remember, unsuccessful people take forever to make a decision, and then change their minds quickly. Successful people make decisions quickly and are slow to change their mind.