Here's a great quick tip for engaging your team in creating a better service experience. Carry a notebook with you at all times. Whenever a team member gives you a suggestion write it down right in front of them. Let them know you want their ideas. You may not be able to use all of them - but you want to remember all of them.
On the spot jot down the following:
1. The idea
2. Who gave it to you
Follow up by:
1. Writing a thank you post it or note to the person who suggested it. Let them know you can't use all ideas but you appreciate them and as they accumulate you'll implement some of them. Just keep a stack of ready-to-go thank you notes on your desk and this will be an easy task.
2. Periodically go through the notebook and choose some ideas to implement.
3. ALWAYS give credit to the person or people who gave you the idea.
Remember - people are always more invested in culture change if their ideas are requested and used by their leader. They will also be more open to your ideas once you've shown that you are open to theirs!
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ReplyDeleteThis is great so simple but the benefits are many. It give atonomy to the staff and helps to trigger your memory in this hectic world..
ReplyDeleteGlad you liked it Paula! It's leaders like you who take action on these ideas who will see real results from your customer service efforts. Keep up the great work!
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