Connect by Jim Johnson

It’s Monday.  Our favorite day of the week…?  As you start your day, I want to encourage you not to focus on Friday.  Or on issues you may be personally facing.  Or on plans you may have in the near future.

Make today about CONNECTIONS.

Many of you will interact with customers today.  CONNECT with them.  How?  As soon as your interaction begins (i.e. in-person, phone call, chat, email), THINK.  What is it that the customer needs from you right now?  You are smart enough to figure out what the customer is needing at the moment – attention, a sense of security, resolution of an issue, courtesy, understanding, reliability…

Then CONNECT with that member.  Satisfy that need they have.  In fact, ask them at the end of the interaction, “did I answer your issue to your satisfaction?”

Really LISTEN to the customer today.  RESPOND based on their needs.  Find ways to go beyond as you SERVE the customer today.

When we CONNECT with our customers in meaningful ways, we will:

  • Deepen relationships
  • Build satisfaction
  • Create great customer experiences

connection John Maxwell

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Become More Valuable

A few days ago, I shared how to create a great customer experience.  Today, I want to use those same steps to show you how you can become more valuable – to add value – to your team and others in your company.

LISTEN

When a team member or colleague brings you an issue, problem, concern, question…take time to truly listen to what it is they are saying.  Don’t jump to a conclusion or give them a fast answer.  Listen carefully.

ASK

Ask great questions to get to the core issue.  Avoid asking yes/no questions or “why” questions.  Asking great questions will get you to their core issue the fastest.  It also demonstrates that you are actively listening to them.

FEEL

If the person in front of you is frustrated, angry, tense, etc., take the time to empathize with them.  Don’t merely sympathize (“oh, I’m sorry”).  Don’t make light of their situation (“today sucks to be you!”).  Feel what they are feeling and identify with that.

THINK

Once you have the core issue clarified, think.  What resources do you have that can help resolve your team member’s issue?  What resources do you know about that can help?  Who else can you call on for assistance?  Think.

ACT

Once you’ve listened carefully, asked great questions, empathized with the person, and really thought about the best way to help, then (AND ONLY THEN) act.  Far too often people jump into action too quickly.  Act with intention and purpose.

FOLLOW-UP

Following up a couple of days later says that you care about how the resolution is working or not working for the person you helped.  This can be a great learning opportunity for you.  It will create stronger relationships at work as you demonstrate your willingness and ability to invest in someone else.

Make your work interactions better.  Follow this process to add value to your team and your company.

Remember, when you get better, your company gets better.

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A Great Customer Experience by Jim Johnson

If you are in business, you deal with customers all the time.  You want to provide a great customer experience, I know it!  And your customers want a great experience as well.

But it doesn’t happen automatically.

Providing a great experience for our customers must be done intentionally.  I created the following to help my team understand how they can deliver a great experience with our customers (we call them members at credit unions).  Does this make sense in your business environment?  Comment below.  We all would love to read your insights.

a great customer experience