Why engage staff? just set them goals and only pay when they hit them….
If you want customers who want to stay with the brand and even become advocates for the brand, then every customer interaction counts. And that means the frontline service team needs to be firing on all cylinders for each time. That is a challenge, and it requires some of the best managers to keep a team motivated and engaged to continuously deliver. You need to have great managers, well trained, who can create brand advocates.
A well-trained manager will align the team to the company vision and values. They need to have a
common set of clear objectives focused on the outcome of the customer, satisfaction, loyalty and
advocacy. Then the majority of his or her time needs to be spent coaching individuals in the team,
sharing best practice and, just as important, celebrating their successes.
We spend about 40% of our waking week at work. To get great performance, managers need to
create strong communities which people look forward to spending time in. In fact, people should
look forward to coming back from holiday to get back to the community they add value in. Creating
such strong communities takes emotional intelligence, with the manager able to select, motivate
and facilitate the bonding of a tight community. Ideally, they should create best friends in the team.
By focusing on the strengths of your individuals, you get the best out of everyone. Understanding
each person’s strengths and brining them out is one of the most important skills you develop.
When developing staff, it is best to use coaching conversations that are commitment based, as this
builds trust. We believe that coaching should be about 80% of a manager’s role, supporting and sharing best practice.
Praise, praise, praise
Some studies suggest, to make an impact, we need to praise people five times for every single time
we suggest an improvement. Our policy is to train managers to follow four guiding principles: Praise
others, have pride in yourself, be proud of the group and make best friends. Thus reinforces
positivity across the team and drives high motivation, productivity and bonds the community.
By creating fully engaged brand advocates, that have pride in and love being at work, you get agents
that want to amaze your customers day in day out. If employees love being at work, their managers
show their pride in a great team that performs, then your customers will enjoy having conversations
with people who enjoy what they do. And what does that all add up to on the bottom line? Well, increased sales and more profit!
In-gage help companies reduce customer churn and increase word of mouth sales, through
changing frontline service teams’ behaviour. www.in-gage.co.uk