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Becoming an effective leader in the workplace requires keeping your attention on lots of different tasks, all at once. Sometimes, these tasks are closely related in ways that aren’t obvious at first — like the relationship between how you build your team and how you create a truly excellent customer experience.
In fact, the way you invest in and foster your company’s talent can have a direct impact on the quality of your customer care, how your clients perceive you and how often you earn repeat business. Here’s how to build an all-star team that puts your clients’ and customers’ satisfaction and peace of mind front-and-center.
Make Sure Your Team Is Taken Care Of
Your team members can’t deliver awesome experiences for your customers if they don’t feel the measure of contentment and stability they’re due in a full-time or even part-time job. That only shifts the question, though: How do you make sure your employees feel satisfied and confident from day to day?
Some of the work you do may well be time-sensitive. Even so, you can probably find ways to compromise with your team when it comes to finding a work-life balance. Paid time off outside of sick days and flexible start times are two great steps to take if you want your teams coming to work feeling rested, optimistic and ready to knock it out of the park for your customers.
Match Skills to Appropriate Tasks
There’s more to smart delegation than a simple division of labor. As a workplace leader, you’re in a better position than anybody to learn as much as you can about your employees’ behaviors, styles of service and skill sets — and to make sure every essential task is being tackled by somebody who enjoys and excels at it.
Team members who are fearlessly creative should be the ones pitching new ideas to your clients. Then there are the gregarious, effortlessly friendly ones — they’re who you want on the front lines talking to clients and, as necessary, reassuring them. Then you have employees with detail-oriented and analytical minds, who are the ideal choice for back-office and forensic-style activities, like problem-solving and troubleshooting.
When it comes to delivering extraordinary service, you’ll find there’s a task suited for just about anybody on your team. You just have to get to know them first.
Engage in Regular Dialogue and Feedback Sessions
Not every employee is comfortable right out of the gate with providing feedback to their manager, and not every manager recognizes the benefits of more frequent engagement with employees. The truth is, you might be leaving great ideas undiscovered if you fail to touch base. Having informal but frank discussions on a more regular basis is a good way to find out if some of your team members might be gravitating toward other roles for which they might be better suited.
Plus, since they’re the ones interfacing with customers on a regular basis, this is their chance to elevate repeat issues or pain points they keep seeing in their interactions with your customer base. This gives you an opportunity to make a change for the better.
Engage in Recruitment Marketing
Recruitment marketing isn’t a brand-new concept, but its importance is only growing as industries all over the world face talent shortages and the importance of employee retention and satisfaction grow in importance. It’s also a practice that can help you bridge the gap between extraordinary employee and customer experiences.
With this type of marketing, your products take a backseat to things like company culture, employee benefits, workplace design and environment, and the methods your company uses to reward success — and even well-intentioned failure.
On the employee side of things, you get to make your pitch as a world-class place to work and show off your sense of style. You can highlight the quality of your culture, your organization’s commitment to employee satisfaction and what you expect from people who apply to work with you.
On the customer side of things, you get to set yourself apart from the competition and prove you have the right people, talent and atmosphere to deliver outstanding results and experiences.
Promote Personal and Professional Development
Finally, as you’re looking for ways to build a team that’s present, engaged and willing to go the extra mile for your customers, it’s worth asking yourself how well your company invests in them as professionals — and as people.
There’s a long list at your disposal of different ways to institute personal and professional development programs within your company, including:
- Mentorship programs
- Learning libraries
- Paid leave for industry conferences and events
- Tuition reimbursement
- Interdepartmental cross-training
- Partnerships with local and online universities
The list goes on. So why is this important?
Helping employees develop themselves makes them feel valued, and therefore much more likely to stick with your company. It’s also great for the customer experience: Employees who are incentivized to learn more about your industry, and pick up new skills, are much more likely to meet with success in their dealings with clients and customers. It’s a win for everybody.
The bottom line is to always be on the lookout for new ways you can support and develop your team. In turn, don’t be surprised when they translate that level of caring and investment into exceptional and unforgettable customer experiences.
April 30, 2019 at 10:15AM
Forbes – Entrepreneurs