"The best way to cheer yourself is to try to cheer somebody else up." - Mark Twain
Don't wait for someone to make your day. Make theirs and enjoy the feeling.
Workplace Scavenger Hunt!
Consider this tip from Groupon. To make training more fun and ensure their representatives are familiar with the company website and offerings, Groupon uses scavenger hunts.
"We try to make training as interactive as possible" says Searles, "because most people learn better by doing.”
To become familiar with the company website, Searles will send reps an email quiz, which is designed as a scavenger hunt. The reps are asked to identify where to find the appropriate information on the company website.
Here’s some uses for a scavenger hunt in your office:
- To ensure your team knows what functions are available on your website, especially if you want them to encourage your Customers to use those functions
- To meet people in other departments
- To find files on the server or in the mailroom
Actions and Reactions
Visual of the week: You!
Your team is listening to what you say, but doing what you do. Knowing that, effective managers choose their actions and their reactions.
Action: When the phones get busy, great managers jump in and help.
Reaction: When there is another email outlining some new information or procedural change, great managers are mindful of their reaction. They know that if they read that email and get visibly upset the team will notice and will have a similar reaction.
Did you know? People began pinching those who didn't wear green as a reminder that leprechauns would sneak up and pinch green-abstainers. Great managers probably don't pinch others in the office, so find another way to celebrate this week and have a Happy St. Patrick's Day!
Persuasive Speakers
make their presentations audience-centered, they listen while they speak.
How is that possible you ask?
They listen to what their audience may be trying to tell them - verbally and non-verbally.
Q: Which of these signs indicate the audience may be defensive:
1. Hand/arm gestures are small and close to their body.
2. Minimal facial expressions.
3. Asking a lot of questions.
4. Physically turning their body away from you.
5. Arms are crossed in front of body.
6. Little or no eye contact
A: All of them - except 3.
Embrace #3. If they are asking questions, they are trying to understand and possibly get on board.
If they are defensive, allow that person or the team a chance to vent.
Customer Focus
Idea of the Month: Take the voice of the customer to your next meeting.
How? Bring in a shoe, or a picture of one of your Customers.
- A shoe to remember to get in the customer's shoes to see how your changes impact them.
- A picture to help put a face to the decisions your team makes.
Why does this work? Because your meetings, goals and conversations are about processes that affect the customer. Help your team remember why they do what they do, with a visual representation of that customer.
No pain, no gain
All companies make mistakes, world class companies learn from them.
Idea: Track complaints so you can identify the biggest points of pain for customers and solve them.
Activity: Give CSRs a piece of paper in the morning that lists common complaints. Each time they get a call regarding one of those complaints, ask them to add a tally mark. Leave a spot for any details or notes. Add a blank row or two for unique calls.
Complaint Details Number of Calls
Bill was hard to read IIII
Couldn’t tell what was owed II
Tally them up
At the end of the week, review the kinds of calls and brainstorm solutions. If you need more information, reach out to unsatisfied customers and ask for their ideas.
As always, feel free to call or email me with any of your questions.
What's on Your Walls?
I was in Orlando a few weeks ago and found myself in front of the cast members entrance, so I snapped a pic.
Each Disney Cast Member walks by this sign or a version of it when they start their shift. Seems like a positive way to start a shift, or a day.
What's the first thing your team members see when they walk in the building?
As Managers, it's easy to assume we've been clear about the attitude, tone, and culture we'd like in the office. Skip the assumption - make your expectations clear.