Tony Johnson's Blog
March 24, 2015
The Six Canons of Great Customer Service
No philosophy of customer service would be complete without discussing the basics of what makes up great service. It is up to us as Leaders to be sure that our teams understand this at its most basic level, how to deliver on these principles, and have a grasp of why they are so important.
In this seven part series on the Canons of Great Service, I will be expanding on the tenants of great service outlined below, what they look like in practice, and how to inspire your teams to deliver.
The best way to be sure that your teams provide great service is to be crystal clear about your expectations.
If you don’t take the time to communicate clearly, you are leaving the overall experience to chance, and that never ends well for anyone – particularly your Customers.
But this is all by way of saying that providing great Customer service is absolutely your responsibility. Too often Leaders lament at the service their folks give as though they have no power to control it. That is absolutely not “Capital L Leadership.” That’s minor league thinking that has no place in our recipe for service. To set yourself apart you have to step up and own the Customer experience.
Here are the six pieces that you have to cover with your teams if you want to drive that amazing Customer experience:
Smile and Welcome Your Customer Warmly
You can’t not smile back at folks who smile at you, right? Warm smiles make for a fantastic welcome and let’s face it, if you start off an interaction with everyone smiling you well on your way to excellence. Couple this with a politely phrased greeting and your Customers will feel incredibly welcome.
Practice Fantastic Body Language
No one likes to see Captain Slouchy when they stop by your business. There is serious psychology behind body language, but for most daily interactions the 25 cent version is more than enough to set you apart. Stand up straight, make great eye contact, don’t lean, keep your arms uncrossed, and tilt your head ever so slightly.
Treat Your Customer as a Cherished Friend
This can’t just be a slogan – it has to be baked into your DNA. If you can’t put the customer at the center of your everyday life, then you’re sunk. You have to inspire your team to embrace this concept and pay it more than lip service. The proof will come when you set a fantastic example and model these behaviors yourselves. If you, as a Leader, can’t be bothered to treat your Customers with amazing care, then why should those working beside you?
Stay Positive and Friendly
Your Customers couldn’t possibly care less about what bums you or your team out – so don’t bother them with it. Keep an upbeat attitude and motivate your team to do the same. Remember, if you stay positive and friendly with your team then they will pay that forward.
Make it Easy
It seems that some places are more interested in telling folks why something can’t be done rather than how it can be made possible. Hassles and inconveniences are huge turn offs to your Customers and in a world which is becoming increasingly complex, you can stand apart if you just keep it simple for folks who do business with you.
Thank Your Customer
Sounds so simple, doesn’t it? How often have you left a business without a Thank you? Too often, I’m sure. This can be a huge differentiator – and let’s face it, someone plunking down hard earned money to frequent your establishment deserves nothing less. Don’t get this one wrong.
Next time I'll be diving deeper into "Smile and Welcome Your Customer Warmly." I look forward to our next six adventures together.
Take care,
Tony Johnson
-Customer Service Leader-
@ServiceRecipe
Recipe for Service: How to Inspire and Deliver Great Customer Service
In this seven part series on the Canons of Great Service, I will be expanding on the tenants of great service outlined below, what they look like in practice, and how to inspire your teams to deliver.
The best way to be sure that your teams provide great service is to be crystal clear about your expectations.
If you don’t take the time to communicate clearly, you are leaving the overall experience to chance, and that never ends well for anyone – particularly your Customers.
But this is all by way of saying that providing great Customer service is absolutely your responsibility. Too often Leaders lament at the service their folks give as though they have no power to control it. That is absolutely not “Capital L Leadership.” That’s minor league thinking that has no place in our recipe for service. To set yourself apart you have to step up and own the Customer experience.
Here are the six pieces that you have to cover with your teams if you want to drive that amazing Customer experience:
Smile and Welcome Your Customer Warmly
You can’t not smile back at folks who smile at you, right? Warm smiles make for a fantastic welcome and let’s face it, if you start off an interaction with everyone smiling you well on your way to excellence. Couple this with a politely phrased greeting and your Customers will feel incredibly welcome.
Practice Fantastic Body Language
No one likes to see Captain Slouchy when they stop by your business. There is serious psychology behind body language, but for most daily interactions the 25 cent version is more than enough to set you apart. Stand up straight, make great eye contact, don’t lean, keep your arms uncrossed, and tilt your head ever so slightly.
Treat Your Customer as a Cherished Friend
This can’t just be a slogan – it has to be baked into your DNA. If you can’t put the customer at the center of your everyday life, then you’re sunk. You have to inspire your team to embrace this concept and pay it more than lip service. The proof will come when you set a fantastic example and model these behaviors yourselves. If you, as a Leader, can’t be bothered to treat your Customers with amazing care, then why should those working beside you?
Stay Positive and Friendly
Your Customers couldn’t possibly care less about what bums you or your team out – so don’t bother them with it. Keep an upbeat attitude and motivate your team to do the same. Remember, if you stay positive and friendly with your team then they will pay that forward.
Make it Easy
It seems that some places are more interested in telling folks why something can’t be done rather than how it can be made possible. Hassles and inconveniences are huge turn offs to your Customers and in a world which is becoming increasingly complex, you can stand apart if you just keep it simple for folks who do business with you.
Thank Your Customer
Sounds so simple, doesn’t it? How often have you left a business without a Thank you? Too often, I’m sure. This can be a huge differentiator – and let’s face it, someone plunking down hard earned money to frequent your establishment deserves nothing less. Don’t get this one wrong.
Next time I'll be diving deeper into "Smile and Welcome Your Customer Warmly." I look forward to our next six adventures together.
Take care,
Tony Johnson
-Customer Service Leader-
@ServiceRecipe
Recipe for Service: How to Inspire and Deliver Great Customer Service
March Madness Teaches Us About Customer Service and Leadership
Anyone who participated in sports during his or her youth understands the importance of the team dynamic. The good news is that it doesn't really matter whether you participated in basketball, baseball, or bowling. . .The teamwork imperatives were the same. As the NCAA tournament begins, and the nation becomes obsessed with college hoops, this is a great time to draw inspiration from a group of coaches who personify fantastic Leadership. They find a way to get the very best from their players and inspire individuals to become greater than themselves as a part of the team.
You certainly can't hope to serve your Customers effectively without the work of the team pulling the rope in the same direction. Great teams that perform at a very high level have the same characteristics regardless of whether they are running a restaurant, home improvement store, or law firm.
Team members know they can count on each other
There is no doubt that trust is the great team adhesive. Without the ability to lean on your coworkers and colleagues, the whole Customer experience will just fall apart. Everyone cannot be involved in everything, so you have to count on your teammates to take care of their corner of the store. If you have a weak cog in the service machine that can lead to a service failure. Think of the weak free throw shooter that gets fouled during the last few minutes of a close game. How much does everyone cringe when he heads to the line? You might feel the same way when a weaker member of the team has an important task to complete or engages with a Customer at the moment of truth.
They have a coach or leader who not only pushes them to success but holds them accountable
Teams need to be challenged. They need to be nurtured. They also need to be held accountable. Whether you are a fan of the style of Dean Smith, Coach K, Bobby Knight, or John Wooden, they all had periods in their careers when they got the best out of their teams. The key here is that they wouldn't settle for anything less than excellence. They took care of the basics and they pushed the teams to remember that games are won by making free throws, setting picks, and executing defense. Amazing dunks are great for the highlight reels, but they don't win games. This is very much like the basics of safety, cleanliness, and consistency being so important to building loyalty as opposed to the grand gestures. Coaches set the tone here by allowing the big play only when the basics are satisfied - but if you go for the big slam, be sure to nail it. Otherwise you'll be pulled from the game for not taking the sure-thing lay up. The message here is that Leadership matters and must set the tone. And if folks don't peform you have to coach them back to greatness or pull them from the roster. It is also important to note that your coach must be a cheerleader, too. They must deliver the loudest accolades when success comes and stand in front of trouble when things go sideways.
The team has a game plan that clearly defines their mission and values
Teams have a playbook - they know what is important and what matters most. They understand what to do when they have a healthy lead and what to do when they are 10 points down with 2:00 left in the second half. This is where coaches and Leaders must be sure that the team knows exactly what is important at any given time. Leadership must establish what to do in any given situation and empower the front line team to execute on those goals. When teams are left to their own devices, and have no understanding of organizational goals or how to prioritize imperatives, then teams lose and Customers suffer.
The team "huddles" regularly to stay engaged and on point
Have you noticed that before games start, coaches bring their teams into a huddle to motivate them and make sure they are ready for tip off? They also pull the team together when things aren't going to plan to bring the mission back into focus. This is a key part of almost every sport, and this is something that most businesses can learn from as well. Most Associates say that communication is the biggest miss between Leaders and the team on a daily basis, so any chance to engage with them will be welcomed. There is rarely too much communication, so be sure to meet with your team prior to opening your business each day, and then be sure to utilize touch points throughout the day to keep the team moving in the right direction. For more details, see my previous post: For Great Service, Start with Great Team Huddles.
They "practice" or get well trained to WIN
Great college basketball teams don't walk out onto the court to greatness. They have practiced, drilled, and sweated their way to success. This is no different than winning teams in any business. Your team has to be prepared to succeed - and that means amazing training. Often when teams fail to execute for Customers it is because there is a lack of training. Your team should never practice on Customers, just as a great basketball team is never executing the fast break for the first time in a real game. They have spent months drilling on that in practice long before they hit the NCAA tournament. Take the time to train your team on the basics of their jobs long before they interact with a Customer for the first time. Make sure your current team is trained and cross-trained, then make that great training a part of onboarding for all your new hires going forward.
So take your queues from the amazing coaches in the NCAA tournament, and you'll find that your team is well prepared to execute daily for your Guests. The fact is that every team needs leadership, nurturing, and accountability to be great. It isn't easy, but it is straightforward. If you take the time to execute on these values you'll find that your level of execution will absolutely improve.
And when execution improves, your Customers win.
Until next time, be sure to treat your Customers like cherished friends.
Tony
Tony Johnson
Customer Service Expert | Author | Trainer | Speaker
Check out my FREE Resources and Training Tools:
Web: http://thetonyjohnson.com/
YouTube: https://www.youtube.com/c/Recipeforse...
Twitter: https://twitter.com/ServiceRecipe
Check out my new book: RECIPE FOR SERVICE
Now Available on Amazon.com http://www.amazon.com/Recipe-Service-...
Recipe for Service: How to Inspire and Deliver Great Customer Service
You certainly can't hope to serve your Customers effectively without the work of the team pulling the rope in the same direction. Great teams that perform at a very high level have the same characteristics regardless of whether they are running a restaurant, home improvement store, or law firm.
Team members know they can count on each other
There is no doubt that trust is the great team adhesive. Without the ability to lean on your coworkers and colleagues, the whole Customer experience will just fall apart. Everyone cannot be involved in everything, so you have to count on your teammates to take care of their corner of the store. If you have a weak cog in the service machine that can lead to a service failure. Think of the weak free throw shooter that gets fouled during the last few minutes of a close game. How much does everyone cringe when he heads to the line? You might feel the same way when a weaker member of the team has an important task to complete or engages with a Customer at the moment of truth.
They have a coach or leader who not only pushes them to success but holds them accountable
Teams need to be challenged. They need to be nurtured. They also need to be held accountable. Whether you are a fan of the style of Dean Smith, Coach K, Bobby Knight, or John Wooden, they all had periods in their careers when they got the best out of their teams. The key here is that they wouldn't settle for anything less than excellence. They took care of the basics and they pushed the teams to remember that games are won by making free throws, setting picks, and executing defense. Amazing dunks are great for the highlight reels, but they don't win games. This is very much like the basics of safety, cleanliness, and consistency being so important to building loyalty as opposed to the grand gestures. Coaches set the tone here by allowing the big play only when the basics are satisfied - but if you go for the big slam, be sure to nail it. Otherwise you'll be pulled from the game for not taking the sure-thing lay up. The message here is that Leadership matters and must set the tone. And if folks don't peform you have to coach them back to greatness or pull them from the roster. It is also important to note that your coach must be a cheerleader, too. They must deliver the loudest accolades when success comes and stand in front of trouble when things go sideways.
The team has a game plan that clearly defines their mission and values
Teams have a playbook - they know what is important and what matters most. They understand what to do when they have a healthy lead and what to do when they are 10 points down with 2:00 left in the second half. This is where coaches and Leaders must be sure that the team knows exactly what is important at any given time. Leadership must establish what to do in any given situation and empower the front line team to execute on those goals. When teams are left to their own devices, and have no understanding of organizational goals or how to prioritize imperatives, then teams lose and Customers suffer.
The team "huddles" regularly to stay engaged and on point
Have you noticed that before games start, coaches bring their teams into a huddle to motivate them and make sure they are ready for tip off? They also pull the team together when things aren't going to plan to bring the mission back into focus. This is a key part of almost every sport, and this is something that most businesses can learn from as well. Most Associates say that communication is the biggest miss between Leaders and the team on a daily basis, so any chance to engage with them will be welcomed. There is rarely too much communication, so be sure to meet with your team prior to opening your business each day, and then be sure to utilize touch points throughout the day to keep the team moving in the right direction. For more details, see my previous post: For Great Service, Start with Great Team Huddles.
They "practice" or get well trained to WIN
Great college basketball teams don't walk out onto the court to greatness. They have practiced, drilled, and sweated their way to success. This is no different than winning teams in any business. Your team has to be prepared to succeed - and that means amazing training. Often when teams fail to execute for Customers it is because there is a lack of training. Your team should never practice on Customers, just as a great basketball team is never executing the fast break for the first time in a real game. They have spent months drilling on that in practice long before they hit the NCAA tournament. Take the time to train your team on the basics of their jobs long before they interact with a Customer for the first time. Make sure your current team is trained and cross-trained, then make that great training a part of onboarding for all your new hires going forward.
So take your queues from the amazing coaches in the NCAA tournament, and you'll find that your team is well prepared to execute daily for your Guests. The fact is that every team needs leadership, nurturing, and accountability to be great. It isn't easy, but it is straightforward. If you take the time to execute on these values you'll find that your level of execution will absolutely improve.
And when execution improves, your Customers win.
Until next time, be sure to treat your Customers like cherished friends.
Tony
Tony Johnson
Customer Service Expert | Author | Trainer | Speaker
Check out my FREE Resources and Training Tools:
Web: http://thetonyjohnson.com/
YouTube: https://www.youtube.com/c/Recipeforse...
Twitter: https://twitter.com/ServiceRecipe
Check out my new book: RECIPE FOR SERVICE
Now Available on Amazon.com http://www.amazon.com/Recipe-Service-...
Recipe for Service: How to Inspire and Deliver Great Customer Service
