Empowered to Shine

Last week, I experienced a proud parent moment when my two eldest children were both recognised for their outstanding customer service. While their passion and dedication to serving others certainly played a role, what struck me most was the pivotal influence of the organisations they work for. These companies don't just talk about putting the customer first - they live and breathe it, embedding this philosophy into every aspect of their operations.

Both of my children have been given comprehensive training and clear expectations about what it means to deliver exceptional customer experiences. But what truly sets these organisations apart is the empowerment they offer. My son has only been in his role for four months, yet he already feels confident and equipped to make decisions that enhance the customer experience without needing to escalate issues to his leaders. This autonomy has led to minimal escalations and a strong sense of ownership in his role. The result? Happier team members, more satisfied customers, and leaders with more time to focus on strategic priorities.?

The recognition they both received wasn’t just a matter of a small reward - although the gift cards were certainly appreciated - but it was the heartfelt words of praise and the acknowledgment that truly made an impact. Both organisations have robust recognition programs that go beyond the surface, celebrating success in a way that resonates deeply with their employees. Their photos are now proudly displayed, their achievements shared with their teams, and they have felt the genuine appreciation from their colleagues.

As a mother, I have always emphasised the?importance of customer experience to my children, and I couldn’t be prouder that they have chosen careers where they can bring their passion for service to life. But equally, I am incredibly grateful that they work for organisations that not only care about their customers but also invest in their team members by providing the tools, training, and recognition that make all the difference.

I hope my #humblemumbrag moment serves as a reminder and inspiration for organisations everywhere. When you empower your employees and genuinely recognise their efforts, you don’t just create great customer experiences—you build a culture where everyone can thrive.

Until next time,

Yours in Service,

Monique (she/her)

I am thrilled to announce our guest keynote for this year's You're Being Served is Finbar O'Hanlon. Finbar is a subject matter expert in applied innovation and human capability helping businesses thrive in a world of AI. As a musician, Finbar toured globally and recorded with members of Limp Bizkit and The Cure, scored music for film and television and released a number of albums. With deep experience in music, software engineering, entrepreneurship, invention, coaching, speaking, and board advisory roles, Finbar brings a unique multidimensional understanding to his work. He is in high demand across all industries and business sizes, from Fortune 500 companies to entrepreneurs, and his insights have transformed operations and unlocked the full potential of workforces across Australia.? Join us to hear from Finbar on how uplifting your team's Hi (Human Intelligence) can effectively harness the power of Ai.

THE DETAILS

• Friday, 15th November 2024
• 9.00am – 4.00pm
• Ritz-Carlton, Melbourne

EARLY BIRD SPECIAL CLOSING SOON!

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