Ask these questions and take action.
Those that know me know that I enjoy connecting with others whether it is over coffee, a meal, or a chance meeting. I’ve been blessed to have had some quality networking meetings the past few weeks. In reflecting back on the people and these meetings, I’ve learned a few things:
If you have yet to try something like this, give it a try. Who can you reach out to?
When you land the appointment and have the meeting, end by asking if they could connect you to someone who you can continue this networking time with. I don’t believe I’ve ever had anyone refuse to do this.
Give this a try and see what you’ll learn from networking. Meet someone new. Learn something new.
What sets you and your team apart in your company? What sets your company apart when competing with the competition? I conducted a simple survey on LinkedIn the other day. The majority of the respondents said the primary differentiator was customer service.
I’m guessing you are not surprised by this. I would be willing to bet that your teams would not be surprised. But how do our teams create a meaningful customer experience that leads to results? Do they just know or should they be trained on how to do this?
Too often, our team members rush to resolve issues especially if the customer is “energized” (upset). “Stuff” is made up to quiet or calm the customer. And then the next person who encounters the customer is forced to address that “stuff” before even getting to the initial issue.
I have led teams that were customer-facing as well as “back office”. A few years ago, I crafted the following to create the most meaningful customer experiences that lead to results – customer satisfaction, sales and cross-sales, customer loyalty, customer referrals, etc. It is, in my opinion, a common sense approach. A seasoned team member will be able to navigate this process to build solid relationships with your customers. A new team member will be able to understand this and become a successful customer experience provider.
Here it is:
From my experience, many team members want to ACT first. They are anxious to take care of the customer, meet needs, etc. But when they jump to ACT too soon, they miss out on so much that the customer needs. The process above puts the customer first, leads the team member to connect with them, provides information for the team member to ACT in a way that makes sense to the customer, and then follow-up/follow-through to further connect with the customer.
This process has been used in a financial institution. It has been used at universities with college recruiters. It works. It must be managed, observed, and coached. But it works. Customers will feel this. They will respond. They will grow more loyal. You will see results.
Try it. Let me know how it goes. I love hearing stories of success! Share yours here.
I am working near one of my groups this week. About 30 minutes ago, one of our newest team members walked up and asked if he could chat. He wanted to tell me what he was learning from a book I bought for him a month ago. He also asked what activities I had been involved with recently. I shared with him my experiences with our local Chamber of Commerce annual meeting as well as the leadership networking group I co-founded with my brother (www.firstfridaysfw.org). We talked of attending events together to get some networking experience under his belt.
Just a few moments, I was reminded of the power of staying close to your teams. I currently work in another building or at home most of the time. But this brief encounter reminded me how much touch points such as this one charges my batteries. Question: what do you do to connect with your teams?
Back in February, I challenged one of my teams with an initiative. I required each of them to share 1 idea or 1 area of improvement within our department and/or company. I created a OneNote folder where they would share these things every week. They had to include their name for accountability purposes.
Some took to the challenge immediately and some really great things are in motion today to bring their ideas to life. Some thought they really didn’t have any ideas. But through our 1-on-1 sessions when I got them thinking and talking, ideas flowed.
“But that’s a pretty small thing,” one team member told me after sharing an idea. And I reminded them I wasn’t looking for a cure for cancer. Just simple ideas that would help create less friction or would help others understand a necessary process better or that would create a better customer experience is what we were looking for. Small steps in the right direction compound to have a significant impact in the long run.
Do you know that your team has more to contribute? Do you know they have experiences that are extremely valuable and can be leveraged? Do you believe that ideas should come from all areas of your organization, not just the executive levels?
Give your team a challenge, encourage their participation, and watch them grow. You will see collaboration. You will see people stretching beyond their comfort zone. You will hear some pretty great ideas that you’ve never considered before.
And your team member, you, and your organization will become better as a result.