by Jan Dwyer Bang on August 19, 2010
How does creating and managing expectations help create a culture of contribution? We will answer this question by taking a principle from customer service. In the book, “50 Powerful Ideas You Can Use to Keep Your Customers” the author, Paul R. Timm, Ph.D, says that our expectations are “perceptual.” They exist in our minds – and sometimes they are accurate and rational, but sometimes they aren’t. When we are customers, we evaluate our service based on the entire experience – that goes beyond the core product or service purchased. And guess what, our evaluation is based on our own expectations – did the service provider meet or exceed our expectations? (Paul R. Timm says that the key for gaining loyalty with our customers is not in meeting what the customer expects – but in exceeding it).
Here’s the take-away. Your employees and staff members have expectations when they decide to work for your organization. Part of your role as a leader, is to help your “customers” (your staff members) become engaged and committed and even “loyal” partners by constantly exceeding their expectations. You want to go beyond what your staff anticipate or expect so that they feel positive and energized to go beyond what their job entails. Here are some ways you can do this:
- Make job expectations explicit. Clearly communicate the job requirements and how employees will be evaluated.
- Provide frequent feedback for your team members so they know how they are doing in relation to the job expectations.
- Recognize each employee’s efforts, especially those employees who excel and do work beyond what is expected
- Get to know each staff member so that you can tailor your communication style to the individual
- As you get to know each staff member, discover or learn what each one anticipates and expects from you as a manager – and if possible, over deliver
- Review every “touch point” that your employee has with your department and find ways to deliver value (Some areas that you can look at include: how you orient a new employee, whether you are providing mentoring for new employees, what opportunities employees have to continue to learn and grow, the frequency of your one-on-one meetings with each employee, your consistency in providing performance feedback, recognition, etc.)
Perhaps you didn’t realize that your role as a leader has such a parallel to customer service. But your most important customer base isn’t those who purchase your products, it is those people who choose to work for you! And being aware of the power of expectations can go a long way in ensuring your staff feels good about working for you and your team!
As we conclude this series, let’s review, the 7 ways you can create a culture of contribution in your work team, community association, church setting, or volunteer organization:
- Hire the right people
- Engage your staff and your customers
- Enthusiastically promote others
- Offer benefits to be involved
- Recognize good work
- Reward contribution
- Create (and manage) expectations
Imagine the positive energy and productivity that you and your team could experience as you start to implement these steps to creating a culture of contribution! So here’s my question, which one will you tackle first?
by Jan Dwyer Bang on August 12, 2010
How many times have you said this about a vendor you have worked with? Think about the times you have said this about an organization of which you are a “loyal fan”. Got an example? Now, think about that organization. Aren’t you actually thinking of one person – one incredible person who delivers top notch, value-added service to you? This is the value of your front line staff that has moment-to-moment encounters with your customers every day. They have the privilege, and responsibility, of being “the face” that customer’s think of when they are saying “I wouldn’t go anywhere else!”
Jerry Akers, a salesperson with Women’s Shoes at Nordstrom is that person for me. I have been a customer of Jerry’s for years. He knows the kinds of shoes that work with my feet. He is efficient, professional, friendly, and he provides value-added service in every interaction. Just a few weeks ago, I needed to find shoes for a wedding. They needed to be flat, comfortable, and classy. Jerry found them quickly, I tried them on, and 5 minutes later, I was out the door and onto my next errand.
What can you do to create loyal fans who “would never go anywhere else?” I have two ideas: 1) make sure you train your sales force so they will be knowledgeable about your products and 2) hire those who are both passionate about and skilled in delivering exceptional service.
To move ahead today on idea #1, sign up and register for the 3-hour workshop Creating a Culture of Service: More Tools to turn your Fans into your Enthusiastic Salesforce that will be held on Tuesday, August 17th from 8-11:00 am at Celebration Church in Puyallup.
This is an advanced workshop on creating a service culture to equip you with what you need to transform your client-fans into a highly dedicated sales force! After attending this three-hour workshop, you will walk away with:
- Creative ways to provide value for your current customers
- Easy-to-implement strategies to turn your satisfied clients into fans who become part of your sales force
- A proven system to transform your organization into a culture of service
You will also receive an information-rich guide that is packed with easy-to-implement service skills that you and your staff can refer to long after the session.
Register TODAY at www.BusinessandLeadershipConnection.com
by Jan Dwyer Bang on July 28, 2010
As you think about creating a culture of contribution, don’t forget the importance of engaging your customers. Take note of my last BLOG entry where I shared a number of creative ways to engage your internal customers, your staff. Here are a few ideas to engage your external customers, those that purchase your goods and services:
- Thank your customers for their service.
- Thank your customers for their feedback (whether it was positive or negative – remember, a complaint is a gift!)
- Ask your customers how service can be improved.
- Make it easy for your customers to communicate with you. (How accessible is a live human being to your customers when they call your organization?)
- Appreciate their partnership with your organization (Provide gifts or “rewards” for your major donors or long time customers)
- Understand service delivery by “walking in the shoes of your customers” and examining every touch point for service
by Jan Dwyer Bang on May 28, 2010
Now that I newly have a last name “Bang,” – I can relate to those of you who have memorable, even humorous names. I would encourage you to use your name to create a funny one-liner so that customers will remember you. 
I remember when I talked with Garold, a sales representative with Accuride, he said “My name is Garold – sounds like Harold but with a G” – which was an easy way to remember his name. He shared this with some humor and a lot of friendliness that made me feel like I was talking with an old friend. Here are a few pointers about creating a memorable name for our customers:
- Make sure you laugh with the customer. Even if you have told this particular one-liner countless times, for the customer – this is the first time. Enjoy the moment with your customer.
- Avoid inappropriate humor. Make sure your humor is “family friendly.”
- Don’t make fun of your customer’s name. You may think it is funny, but he or she may not.
- Anticipate the questions. Garold may have heard many times in his life, “Are you saying Harold” – and he successfully anticipated this question by coming up with a way for customers to both hear, and remember his name.
by Jan Dwyer Bang on February 10, 2010
Some say that customer service isn’t what it used to be and that technology is replacing human to human contact. My Mom had an experience that reminded me again that even in today’s world, relationships matter. Recovering from knee replacement surgery, she has been in a rehab facility where she is gaining confidence and strength in walking again. Who should walk in to the rehab room but her knee surgeon, checking up with her! Her knee surgeon looked at her knee, gave her encouragement, and brightened her day and week! The rehab therapists and nurses all said “This is not usual – rarely do surgeons pay their patients a visit – you must be a VIP!”
Relationships do matter and those personal connections that you can make to your patients, customer, vendors, employees, and loved ones make a big difference! This is what Valentine’s Day is all about!
What “VIP” can you pleasantly surprise today!?
by Jan Dwyer Bang on April 24, 2009
This question became apparent to me in a real way when I was in an electronics store recently. I wanted something to “dock” my I-Phone so that I could listen to music (like an I-Pod) and eagerly anticipated getting some expert help and advice on what products make sense for an I-phone, the pro’s and con’s of various items, and what the store suggested.
The manager escorted me to the most expensive product and then ushered one of his salesmen to continue helping me. This salesman (possibly new to the job?) did not have any expertise on the products and every question we asked seemed to be the first experience he had in attempting to respond.
His responses were not helpful at all and in fact his lack of assurance and confidence made for a rather frustrating experience as my friends and I muddled along trying to figure things out for ourselves. Luckily, one of my friends is quite savvy with technology and he figured out what would make sense for me.
The lesson?
What do you do when you don’t know the answer?
How are you training your managers and staff members to field questions?
How are you making sure that the most anticipated questions that customers ask are taught in sales training programs?
The bottom line – if you don’t train your sales people to first of all, know your products, and second, know how to answer customer’s questions- you are losing a sale.
I did end up buying what I wanted – but this was despite the sales people’s help!
