The news is still churning on the Wells Fargo Bank story of how thousands of employees opened bogus accounts for their customers in order to pad their results and earn incentives. The CEO of Wells Fargo has been marched up to Capitol Hill where lawmakers have demanded answers. It’s ugly.
But for the rest of us, perhaps we should take advantage of this to inspect what we are expecting out of our teams. I’ve heard a lot of self-righteous talk such as, “we’d never do that!”. I hope not.
It wouldn’t hurt to follow up recent customer interactions to see how your team behaves, speaks, and presents themselves. I am fortunate that I work in an environment where I and my managers can listen in on phone calls. We ask for and receive a lot of customer feedback that gets reported up and down the line. We follow up on both the positive and negative.
Customer engagement and retention is always critical. Take the time to invest in a little inspection of your standards. Freely share your kudos to your team members that are representing your team and company with excellence. Coach team members that need to improve.