👀Can one simple sign save both customer experience and employee experience?
✔Yes! From last week's TexMex dining...Check this out...
😬It's no secret (it's even front page news) that the restaurant industry in the US is in dire need for workers.
🍽A crowded restaurant, even with the permission to have full capacity, might have empty tables.
😤Customers waiting for tables, hungry and eager to enjoy the meal with friends and family could get frustrated.
🥵Overworked staff...valiantly trying to serve more tables than they normally do...might be slower with service than they desire to be.
❓What did the sign do?
ℹ For the customer...it set expectations and provided a way for the customer to understand the "why" behind a less than ideal experience. I know I was much more patient with the slower pace of service because I was able to empathize with what the wait staff was experiencing.
💞For the employee...it showed the company has their back and is trying both to actively hire (check out the bottom of the sign) AND is helping to explain why it's NOT the employee's fault that the queso might arrive a little slower than normal.
🏆 Customer & Employee Experience solutions don't have to be hard or complex. Often, Simplicity Wins.
"I thought I had to be professional"
"I thought I had to be professional"
That was the 💡 moment. This was a training and culture issue NOT an agent issue that blocked great #customerexperience. Here's the call...
📞"I'm sorry that I didn't get docs in. I know you needed them by this weekend but...well...<chokes up a bit>...my uncle died and we were dealing with all the arrangements...<chokes up more>...we were close <trails off>..."
<5 second pause>
🎧"Well...if you can just get those docs to us by Tuesday, we'll be able to proceed with your loan otherwise we'll have to withdraw you from the process."
😲😲
GASP! All of us listening to the call had the same shocked look on our faces and inability to talk. What happened? We knew this agent. They were a wonderful person! Super caring! Always the one to help the team and (usually!) the customers. What happened?
The agent's answer, "I thought I had to be professional."
THAT'S when we realized WE failed our agents. We were inadvertently teaching them that being human was not professional.
This was OUR failure NOT the agent's.
We made immediate changes to amplify how #humanity can co-exist with process and rules and celebrated that agent for their honesty.
4 keys to creating a great survey
What makes a good survey for you? I received a survey request from The Home Depot last week that hits on 4 great notes for me...
🥰Focused on the CUSTOMER. MY happiness is their "why"
⏲It's SHORT. 5 questions. And I know that before I click into the survey
🎨On BRAND. The visuals are exciting and "re-communicate" the brand. (How often have you seen a survey request that's dull and totally disconnected from the brand image?)
🔎SPECIFIC. They tell me the exact reason why I received this survey
