"If you
give a team member feedback, you focus them for a day. If you teach a team
member how to "ask" for feedback, you focus them for a lifetime!"
"How-To"
grow and maintain the practice
Remember,
the purpose of the practice
is not to create a new
program for training or even to get more customer feedback. The
purpose is to create follow-through for daily operations by giving
those servicing customers the opportunity to learn by experience, get
involved, grow relationships, create recognition, and focus on
customers. In short, to build and maintain a customer
dialogue for everyone on the frontlines to enhance understanding.
The first step is to get permission! Get
permission from you supervisor for a WOW Project to get the whole team involved
in finding out from your customers "How are we doing?" - it is
just that simple!
Not just once or every month, but on an ongoing and continual basis.
Create the flow
of feedback by the team itself for long-term customer
focus. A simple back-to-basics activity, one
which you need as a leader, to initiate recognition,
make commitments
and
assessments.
The
Second step is to map
out the practice (even post or display) for everyone to see the steps
and the cycle that must continually happen, first with some intention and
effort, and later almost effortlessly. You will get permission, all along the journey,
by demonstrating your intentions and
inviting support. This will also give you a
chance to make delegations to others who wish to become more centrally
involved in this learning experience.
Thirdly,
initiate the practice using the six
steps. Start today by completing the cycle for a first time
as a learning experience. Again, this is simply asking
the most important question for you and your team "How are we
doing?" from your customers.
Do not set timetables, just do
it,
practice it, and work on getting it about right.
Fourth,
continue the cycle of the
practice using "thanking
customers" as the pivotal point from which recognition of
everyone involved (from customers to team members) will keep the
practice continuing. Practice will make
better practice which will make better results - there is no perfection so
you never finish! Like riding a bike, if you fall off or stop just
get back on and your past experiences or mistakes will help you to
perform
better in the future.
Fifth, evaluate
and adjust to insure your practice maintains the basic characteristics
needed to make it thrive.
This is a great area to delegate to an involved team member (create your
own CRO - Chief Recognition Officer). Also,
keep the benefits
in front of everyone.
Get
started now with the most
critical aspect for almost any enterprise - retaining
customers. Get instant access to our complimentary ePhamplet
in Acrobat Reader on "How-to Get Started."
When you are ready to go our
eHandbook
"Propel Frontline Leaders" provides not only
directions but also support for your journey.
"Best
Practice"
What is it?
Thanking
Feedback
Involve
Focus
"Tool"
History
Getting
Started
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