Be nice. Be helpful. These are the two foundational points of any customer service and customer experience initiative.
Be nice. Be helpful. Doesn't sound too complicated, does it? But why do so many companies lose so many customers and profits annually? Because they just don't know how to create a culture where these two points are the pillars for the way they work with customers.
Leaders -
You must create an environment where being nice and being helpful is promoted at every opportunity. You must also be nice and helpful yourself - to your staff. Leaders inherently lead by example. The theory is that you would be setting a good example of how to treat customers, not the example of "Do as I say, not as I do." As a leader, you and your team, if you have one, need to have the conversation about how your culture will be Nice, Friendly, Supportive, and Encouraging. This may seem a little "Rose Colored Glasses" mentality, but these basics are the cornerstone for any company that wants to be known for treating customers well and for earning loyalty based on the positive experiences they deliver. When you demonstrate efforts to support a culture such as this, it easily serves as the model for how you wish your staff to treat your customers and clients. When staff sees you taking the time to listen, to figure out a way to make things happen, to engage and help them work in the best interest of the customer and the company, they'll do the same for your customers. Bottom line... if you want your staff to be nice and helpful to your customers, be nice and helpful to them.
Customer Facing Staff -
You have the responsibility and privilege of being the face and voice of the company you work for. YOU are the person they associate with the company name and brand. You are the one they remember when they tell a friend or associate how much they enjoy working with your company. They tell them how friendly your company is, how "the people" there really help them with their purchases and any questions that come up. When you make the little extra effort, they tell people how "your company" really gets to know their customers and make sure they are well taken care of. Conversely, you can also set that reputation in a negative tone by treating your customers as if you are just processing them through the system.
Bottom line... Be nice. Be helpful. If you aren't sure what this means or looks like in your company's culture, ask your supervisor or manager. If they aren't sure, have the conversation with them to begin to set one in place. You'll not only be promoting the customer experience overall, but you'll be setting the stage to become a leader within your own company. Go for it.
Be nice. Be helpful. Doesn't sound too complicated, does it? But why do so many companies lose so many customers and profits annually? Because they just don't know how to create a culture where these two points are the pillars for the way they work with customers.
Leaders -
You must create an environment where being nice and being helpful is promoted at every opportunity. You must also be nice and helpful yourself - to your staff. Leaders inherently lead by example. The theory is that you would be setting a good example of how to treat customers, not the example of "Do as I say, not as I do." As a leader, you and your team, if you have one, need to have the conversation about how your culture will be Nice, Friendly, Supportive, and Encouraging. This may seem a little "Rose Colored Glasses" mentality, but these basics are the cornerstone for any company that wants to be known for treating customers well and for earning loyalty based on the positive experiences they deliver. When you demonstrate efforts to support a culture such as this, it easily serves as the model for how you wish your staff to treat your customers and clients. When staff sees you taking the time to listen, to figure out a way to make things happen, to engage and help them work in the best interest of the customer and the company, they'll do the same for your customers. Bottom line... if you want your staff to be nice and helpful to your customers, be nice and helpful to them.
Customer Facing Staff -
You have the responsibility and privilege of being the face and voice of the company you work for. YOU are the person they associate with the company name and brand. You are the one they remember when they tell a friend or associate how much they enjoy working with your company. They tell them how friendly your company is, how "the people" there really help them with their purchases and any questions that come up. When you make the little extra effort, they tell people how "your company" really gets to know their customers and make sure they are well taken care of. Conversely, you can also set that reputation in a negative tone by treating your customers as if you are just processing them through the system.
Bottom line... Be nice. Be helpful. If you aren't sure what this means or looks like in your company's culture, ask your supervisor or manager. If they aren't sure, have the conversation with them to begin to set one in place. You'll not only be promoting the customer experience overall, but you'll be setting the stage to become a leader within your own company. Go for it.
