How to Enable Amazing, Just in Time Experiences
Jaime Chambron, NCOPE - Career Advancement and Personal Branding Expert - Former B2B Tech Exec
I Unlock Career & Business Breakthroughs ? Resume Writer ?? LinkedIn Optimization ?? Executive Coach ?? Motivational Speaker ?? Job Search Strat ?? Interview Prep ? Resume Distribution ?? Personal Branding ?? Ghostwriter
Last week my tire pressure gauge, once again, signaled something wrong. I went to my local shop to learn that I had not just one issue, but 3 different issues with one tire needing to be shipped off for repair. To make matters worse, my spare was too old to use. And of course there were no options to buy a spare immediately.
Now, the employee could have given me the option to wait till a spare came in, or worse, to force me to get a rental while the car was in the shop.
Instead, the employee gave me his personal spare! Now THAT is service!
I have no idea exactly what kind of culture, programs or other initiatives this company has in place to provide such service (and who knows if this was a fluke one-time event), but I expect a mix of the following:
- Hiring Customer Centric Employees
Yes, you can train and coach employees on how to better service customers. But it is a soft skill that takes time to nurture – so don’t overlook hiring someone who has this innate skill that needs training on the technical parts of the job.
- Inspiring a Customer Focused Culture
As our world continues to evolve the differentiator for most companies is going to be service. And the majority of jobs that will be available in the future will be, well, service related.
It’s time for any and all of us who face customers day in and day out to embrace what it means to service customers – be it training, reviewing case studies or reading up on what other companies are doing to be customer centric.
Celebrate when someone goes above and beyond for a customer.
- Providing a Positive Work Environment for Employees
Positive experiences can only be had if Employees are happy. There is a direct correlation between employee engagement and customer engagement. Invest in making your workplace great and removing roadblocks in employees being able to service your customers.
- Establishing Policies that Enable Just in Time Amazing Experiences
I remember hearing about a policy in place for a large hotel chain to enable site level employees to spend up to $x amount to correct a customer issue without any further approvals so they could respond just in time to go from customer problem to customer delight. We need to deploy more policies like this so employees can do what is right in real time vs. waiting to go through a lot of red tape, which is then, too late.
What does your company do to motivate employees to always deliver an amazing customer experience? When did you last have an AMAZING customer experience and why?
Growth-Focused Leader
10 个月Thank you for your post, Jaime, and it's always encouraging to read "service before self" stories like this, where individuals demonstrate extraordinary customer service beyond what's expected. Clearly, the employee's gesture of offering a personal spare tire reflects the best qualities a company can hope to foster in its team, whether by hiring customer-centric individuals, nurturing a culture of care, or encouraging employees to go the extra mile. This story exemplifies the significance of hiring and developing individuals who naturally prioritize the customer, establishing a company culture that celebrates exceptional service, and creating an environment where employees feel empowered to deliver their best. We should all strive to enable policies that allow frontline employees to promptly address customer issues, ensuring they have the autonomy to provide a seamless and positive experience. Stories like these remind us of the profound impact that individual acts of kindness and dedication can have on customer satisfaction and loyalty.
Compelling Solutions to Help Humanity
1 年Jaime, thanks for sharing!