My coauthor and I were incredibly fortunate to spend a year interviewing customer service superstars – the leaders and front line staff of ten highly successful companies who excel in customer care – when we were writing “Who’s Your Gladys?” After writing our book, I was invited to assist with and participate in a spectacular train-the-trainer program run by America’s “Number #1 Succes Coach” Jack Canfield. This year-long intense training is allowing me to learn and teach the success principles developed by Jack over the last 30+ years. It’s exciting to notice how the lessons I’m learning from Jack parallel the interviews from the company leaders featured in ”Who’s Your Gladys?”
During one of the trainings, Jack introduced a success pie chart that had a huge impact on me. It originated from Jim Bunch. (If you don’t know about Jim, look him up!) The chart shows that 50% of success comes from your environment, 40% from your mindset, and only 10% from skill. If 50% of success comes from creating environments that support your goals, how can you upgrade your workplace environment to attract and retain more long-term customers? As I looked at the weight that environment plays on success, example after example sprang up based on our year of interviewing successful people.
50% of success comes from your environment, 40% from your mindset, and only 10% from skill.
One example comes from Sky Lakes Hospital. Its customer satisfaction scores raised from the 41st percentile to the top 10% in the nation after a three year customer service culture change. Custom Learning Systems was hired to give the leaders at Sky Lakes tools to support service excellence. One wonderful tool that Sky Lakes adopted was the “Six Foot Rule.”
Every employee, hospital-wide, is required to look up, make eye-contact, and say something pleasant when they pass within six feet of anyone – a patient, visitor, or even a fellow employee. This rule has changed the environment at Sky Lakes. The expectation was non-negotiable. People were held accountable. What happened? For some, the workplace got a whole lot friendlier and much more enjoyable. Unfortunately, for some of the Sky Lakes staff, this new rule was intolerable. In fact, some of the employees actually quit their jobs because they didn’t want to follow the new rule. It didn’t match their cynical dispositions. The upside? This new environment organically weeded out those who didn’t fit the new service excellence culture.
This serves as a great illustration of the power of your environment in creating success. Just imagine being an employee of this hospital. Let’s say your name is George. You’re not great with customer service but it’s okay because your particular job doesn’t require customer contact. According to Jim Bunch’s pie chart, your environment counts for 50% of your success. Put in an environment where there are no expectations that George socialize, he won’t. However the Six Foot Rule changed the expectations and the environment. The environment George works in now calls forth a new degree of interpersonal warmth and connection. His coworkers are his internal customers and are positively effected whenever George looks up and greets them. This rule improves his coworker relationships and delights the occasional patient that he passes in the halls.
Brian Lee, the President of Custom Learning Systems explained that the moment you take your eye off of customer service, it reverts back to the way it was. When he first told me that, I felt some resistance to his statement. But then I started thinking about it from a personal standpoint. You don’t just put gas in your car, shower or eat a meal once. You do it on an ongoing basis, monitoring your levels of fuel, cleanliness, or hunger, and taking action to keep things running effectively. You don’t just organize your office once, you need to keep your eye on it, or it won’t take long for it to revert back to chaos. Are you keeping an eye on your workplace environment? Is it supporting all the time, money, and training efforts you’ve invested in service excellence?
If 50% of your success with customers comes from the environment, what can you add to it, and remove from it, to draw out the best in yourself, your coworkers, and staff? Here are three quick tips to upgrade your environment. Please feel free to add your tips to this blog entry. Your contribution may just impact the way our readers approach their workplace environments.
1. Observe your workplace. Walk through your company as if you had absolutely no ties to it. As a customer, what would make you want to do business with this company? What might push you away? As an employee, what would make you want to get up in the morning and come to work each day? What might be hindering your enthusiasm?
2. Be accessible – consistently. Create an environment that encourages management to communicate with staff. Make a habit of walking around on a regular basis, specifically to create opportunities for casual conversation with your staff. Offer a customer service box that employees can use to leave anonymous messages to management. Set specific time aside to ask your employees what’s working and what’s not working. Encourage them to share what might be helpful to them as they do their jobs.#p#分页标题#e#
3. Set expectations and make every department accountable for their service excellence scores. You get what you measure. Whether you use a secret shopper, an outside customer rating system, or your own internal reviews, make sure your people understand what you expect from them. Spend time focusing on what they are doing right. Clear expectations combined with a positive focus draws the best out of all concerned.
What do you think? What can you do – right now – to enhance the customer service environment at your workplace?
Marilyn Suttle is the co-author of the best-selling customer service book, “Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan.” She is president of Suttle Enterprises, a personal and professional growth training firm through which she has taught thousands across the country how to have happier, more productive relationships with customers, coworkers, and even their children. You can reach Marilyn at Marilyn@MarilynSuttle.com.
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