Extraordinary customer service is as much a discipline as it is an art form. Much has been written on this topic – many fresh new ideas and others, new spins on tried and proven techniques. All ideas have value – all worth paying attention to. After all, it is extraordinary customer service that often keeps your clientele happy, spreading a good word about you and your company and coming back for more. Have you realized though that being a good leader is also part of the key to your success in this area? Here is an easy acronym to keep you on the right path: “LEADERS”
L = Lead, Listen & Learn. Good leaders go beyond providing good direction to their teams. They listen. They don’t just “hear” what the team has to say; they pay close attention, they evaluate and appreciate the communication. They engage and ask questions, extracting all the information, insights and ideas they can from the conversations. And, importantly, they genuinely accept any constructive criticism that may be coming from the troops. Likewise, they listen to, consider and welcome ideas and initiatives. It is often these very people that impact at the customer’s experience, be it directly or indirectly.
E = Empower your team. The key to your team’s success is trust. Provide them with the ability to take action. By making your staff stronger, you strengthen the whole organization. For example, the floor manager in a diner should have both discretion and support to take actions to remedy a customer’s less-then-par experience so they leave happy and poised to return.
A = Assist your team. Acknowledge the strengths that team members bring to the organization. Always be willing to roll up your sleeves to pitch in when necessary, letting them know you are all steering the same ship with a common destination (customer satisfaction).
D = Develop your team. Help promote growth and advancement. Organizations known for service excellence, such as Disney, and Google, invest a lot in developing their people. Delegation of assignments and responsibility is a great way to develop others. Plus, it empowers them to take on more, growing not only their skills but also their sense of ownership.
E = Excite and Energize your team. Leaders inspire their teams. Make time on a regular basis to strengthen them as a team by facilitating team building sessions and teaching them what they both need and have been inspired to learn.
R = Recognize & Reinforce. In today’s change-filled environments, we all need constant reinforcement of knowledge just to keep up and anticipate what is coming next. Anyone who is doing their best in such a situation should be recognized and praised for their accomplishments.
S = Show that you care. A great leader shows that he or she cares about his or her employees. Show an interest in them and be flexible to their needs. If you take care of your people, you will create a culture in which they take good care of your customers as well.
The acronym, LEADERS, should help keep you on course to produce exceptional customer service. Remember too, that you, as a leader, are constantly showing your employees what your company’s culture should look like. Teach by example and be a great L.E.A.D.E.R.