"That's Not My Job"

That's not MY job!

​​Now THAT is one phrase that will make you raise an eyebrow when overheard coming from an employee!  If you are a customer and need help or some information, this is the last phrase you want to hear from an employee. That, or the phrase "I don't know." You genuinely expect that employee to really care and give you their undivided attention.

No matter what type of business you own, even if this is the first time you have heard this statement, it is time to address it. 

Our philosophy here at Stiles Enterprises is to live and work by the Golden Rule.  We are continually surprised when we walk into new or prospective accounts, and the staff has no clue what we are speaking about. We think it's important to talk about these types of issues at your monthly staff meetings while always including a bit of training around the topic, too. 

• Have a "trial" period of one week to see how the new hires get on with the company culture and the employees.
• Does your staff treat the other employees like VIP customers...because they are.
• Outstanding customer experiences are found when you arm your employees with everything they need to extend it.
• Make sure to have a reward program in place. When your employees exceed expectations, let them know you know it.

​If you follow these simple points, you will find an environment that you’ve nurtured as a “can do” attitude with your employees who will provide exceptional customer service.

While on the topic of exceptional customer service, let’s discuss how can you provide this service consistently.   According to this article in Harvard Business Review, it mentions these four tips for improving customer service:

• Start with leadership
• Train outside of the focused scripts or skills
• Don’t pilot changes
• Don’t track traditional metrics

​While these tips are essential and play a crucial role in your organization, the one critical part you need is: a common purpose.  You will create wonderful customer experiences when your employees know the mission and organization's common purpose.

By having your employees embrace whatever your common purpose is within your company, you will create happiness, loyalty, and empathy with your customers. 

This is where we come in. With our customized business-building workshops and creative strategic plans, we help you stand out, turn your customers into loyal fans, and make more money.  Use this form If you would like to schedule a time to speak with Carrie on how she can increase your bottom-line by redefining your visibility and up-leveling the value-added Customer Experience you provide.

Don't forget to check out our FREE Checklist for the Ways to Boost Your Revenue

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