How effectively do your staff represent your Organization?

A recent visit to a charming establishment in Red Hill highlighted the importance of staff communication in shaping the customer experience. While the ambiance and overall concept were captivating, there was a noticeable discrepancy in staff knowledge about the organization's core values and offerings.

Upon arrival, I inquired about the establishment's unique antique aesthetic. Unfortunately, the initial staff member appeared hesitant and provided limited information. This could have potentially detracted the overall customer experience.

However, this initial disappointment was countered by the manager's insightful explanation the following day. Through a comprehensive tour of the beautiful gardens and sensory experience, she vividly illustrated the establishment’s unique selling proposition (USP) as a haven for digital detox and rejuvenation.

The discrepancy in communication between the staff and the manager highlights a critical question: How effectively do our staff convey our organization's values and offerings or represent our brand?

Recommendation: Implement knowledge assessments for all staff.

This can be designed to test their understanding of:

• The organization's mission and values
• Unique selling points (USPs) of the organization’s products or services
• Company history and background (optional depending your business)

Benefits of Knowledge Assessments

• Improved Customer Experience: A well-informed staff can confidently answer customer questions and provide a more enriching experience.
• Improved Brand Identity: Consistent communication strengthens brand recognition and effectively conveys your organization's message.
• Identification of Knowledge Gaps: Assessments can reveal areas where staff knowledge needs to be bolstered, allowing for targeted training programs.
• Recognition and Reward: Acknowledge and reward employees who consistently demonstrate exceptional knowledge and effectively communicate the organization's brand message

By implementing the above your staff can become a powerful force in amplifying your organization's unique story and enhancing the customer experience.

#communication skills #customer experience #unique selling proposition #brand identity #training programs #knowledge gap # recognition and reward