This page is provided for information and as source of reference for the sharing of knowledge and learning in the pursuit of long-term customer focus. I do want you to take away from this practice a skill of learning how-to "ask" (even in new creative ways) customers "How are we doing?" and sharing the feedback with everyone to involve, focus, and express intentions while learning the perceptions of customers.
Taking Customer
Recognition to a New Level
An Old Idea Brought Back New!
A creative "tool" that leaders or supervisors can use to help their teams focus on customer's needs.
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This practice is about helping team leaders learn a process of "asking" the all important question: "How are we doing?" of the team's customers. Then sharing this feedback to involve team members in the process, to build and maintain customer focus. An on-the-job learning activity, team members become focused on:
contributions needed for their team to be meet organizational goals,
who customers are,
demonstrate the intentions of the team to customers,
aware of customer perceptions,
what customers needs are,
and the assessments of the results regarding customers' experiences and satisfaction. Yes, accountable!
Would you like to know how your organization could benefit from long-term customer focus ? Would you like to know how your customers could benefit from long-term customer focus initiatives ? Would you like to know how you and your career development can benefit from customer focus as a leadership and learning tool ?
Thanking Customers is about building long-term customer focus in provider teams, and throughout the organization . Long-term customer focus requires a look at overview, follow-through, and change on the whole. It is a noble goal which should reflect the personality of the team and organization. Think of it as the umbrella under which all training and operational systems such as Hospitality, CRM, and IT lie. Long-term customer focus must be user-centered, involving soft skills like relationships, motivation, learning, and involvement. User-centered, beginning with provider teams and working backwards to bring focus up and throughout the organization!
- Building a "tool" for enhancing relationships not only between team members and customers (customer service); but also, between fellow team members (teamwork) as well as themselves and other internal and external team members (collaboration). More about the "Tool"?
- Creating a practice of leadership activity to help team members with recognition, participation, collaboration, learning, and involvement. Developing the skill to "ask" customers the all important question, "How are we doing?"
At the heart of recognition, in any relationship, are the simple two words "Thank You". With this "best practice", team leaders go a step further than hospitality (saying it) and learn to communicate through actions/expectations (accountability) to build appreciation levels. Growing the acknowledgement of all relationships and using this process to get everyone's attention! Also to show customers everyone's intentions!
What is the benefit for teams? Follow-Through
Why does the practice work? Relationships
Who should use this tool? User-Centered
Would you like to try this "best practice" with your team? Here are a few simple rules:
Begin with a single team. Start with a team leader and keep it user-centered. Where applicable, begin with the WOW! Customers - Customer Retention Process, only after you address concerns with the existing program.
do not change a thing you are doing now. This practice is about follow-through and should compliment your existing operational systems and programs.
Don't plan it, just do it! This is a "Practice" and not a "System" or a "Program". Get better as you go. You can start today but you will never finish. Oh yes, and have fun!
"When You 'Ask' the Question, then You Own the Answer"
Words Have Meaning
