Tuesday, May 6, 2014

Creating a Shareworthy Customer Service Culture

We all know Customer Service is our calling card. It is our path to success. It is the one thing where we can excel far greater than our competitors and kick their asses to the curb.

But how do you change the culture of your store to make Shareworthy Customer Service an every day event?

Tim Miles has a good starting point over on his blog. Make note of the Shareworthy events when they happen then try to deconstruct and learn from those events.

I want to take it a step further.

What gets measured and rewarded, improves.

Our Customer Service goal is smiley, happy people. Our marketing tag is, "We're here to make you smile!"

At every meeting we start with what I call the Smile Stories - the Shareworthy Customer Service events. By sharing those moments with each other and making a big deal of them, we make a point of reinforcing what is important to the business.

You can even take it a step further and offer fun prizes such as gift cards to local restaurants and gas cards to the staff who has the best story. Not only will you get more stories each month, you'll get a friendly competition of the staff each trying to out-shareworthy the other.

My staff keep notes for their smile stories. Some even keep notes for each other's smile stories and remind each other of stories they may have forgotten. The culture is all about smiles - making them and sharing them.

-Phil Wrzesinski
www.PhilsForum.com

PS There is another huge benefit to starting your meeting off like that. Sharing your triumphs and victories first puts the staff into a much better frame of mind - less defensive and shutdown, much more open and listening - than the typical public flogging that most managers use to open meetings.

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