Brian works in one of the busiest delivery fulfillment centers on the planet.
When asked how things were going during the holiday peak season, he told us, “Great! I bought a bullhorn. I race down the line saying, go, go, go… numbers people, we’ve got numbers to meet. There are kids and grandmas waiting for their presents. Our center does not disappoint anyone! Go, go, go.”
Brian said that the bull horn added a dimension of amusement, and possibly annoyance, for his employees. Bottom line: they got the job done!
As a reward, he allowed all of them to mimic him with his bullhorn at the “Peak is over” celebration. Very motivating!
To make sure the customer was not disappointed, Brian used a combo of employee motivation, camaraderie and team building.
Money Matters, but…
Your organization invests money learning what is important to your customer, adjusts operations, facilities and budgets accordingly and then….
You find out that your staff doesn’t follow through. Maybe it’s because they don’t know who they are working for.
Most of us think our work is all about us. We work to earn a living, pay the mortgage and find a place to vacation at one or two weeks each year.
Money is not the only thing that motivates people to work and do a good job.
Making an Impact
Successful companies make sure that their employees understand the impact their jobs will have on their consumer. Good leaders keep the picture of who will benefit from what they are designing, creating, packaging, selling and delivering right in the forefront.
Whether you are a retail organization, delivery center, bank, restaurant or transport business, you employees must buy into the customer-centric environment of your business for everyone to be a success.
Every decision, every action and every one of your employee’s words makes an impact on your customer.
And on your bottom line.
Educating Your Staff
Business leaders should resolve in 2017 to either start, or to continue, educating every employee – from the CEO to the front line – in the principles, tools and methodologies that can and will embed a customer-centric culture. Ian Goulding, Customer Experience Consultancy, Ltd.
Brian’s staff doesn’t even meet their customer face to face. But in his effort to get them to get the job done, he put faces and names on the people who would be receiving the goods they were packing.
Brian’s staff now see the bigger picture and think beyond themselves.
Whether your employees are back end or front line service, make sure they ‘see’ who they are serving.
You don’t have to do it quite as loudly as Brian did, but do make sure the message is received to ensure success for your customer, your employees, and your company.
What big picture have you painted for your staff? Do they know who your customer is? Please share your motivational successes below.
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