As your business grows, you no longer have the only contact with your customers. More and more, that front-facing position is being filled by your frontline staff – your sales people, your front of house reception, your people who meet and greet and deal with customers day to day.
The customer service instincts that you displayed now have to be passed on to your frontline staff. So how do you breed that customer-service mentality into your team?
The principles are actually quite simple – ensure your team is vision-driven, build strong teamwork, create vision-centric KPI’s and provide rewards for doing the right things, as explained in this video.
Some key steps include:-
1. Ensure customer service starts with understanding your “brand”.
Your frontline staff need to understand what your “brand” is, as reinforced by your business vision statement. What does achieving your vision mean to your customer? What values will your staff need to uphold in front of the customer to ensure that the vision comes alive? What indications does your vision statement give them on how they should deal with a complaint? Are they empowered to make decisions about customer-service as long as their decisions align with the indicators in the vision?
2. Reinforce good teamwork
Remove any barriers to teamwork and create a structure that shares knowledge about clients and about service. Provide systems that give frontline staff all they know about customer preferences. Allow staff to hand over to someone else in the team more appropriate for the task or the customer.
3. Negotiate and implement KPI’s that measure attainment of the vision in customer-service
Remove Key Performance Indicators that measure output (how many customers served) and instead implement KPI’s that reinforce vision-centric outcomes (how many customers received what they asked for, how many customers received more than they asked for).
4. Reward vision-centric outcomes
Stop paying bonuses for income generated from customers. Instead create rewards that that actually reward behaviours that produce outcomes described by the vision and brand. Instead of awarding an award for the highest sales every month, how about awarding the person who satisfied customers? High sales may be one-off, satisfied customers come back again and again.
Get over to the Resources section of https://teikoh.com to see what other models, worksheets and templates can help you grow your business the right way.
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