I was recently conducting front line employee training in a medical center where I asked employees to map out their touch points with patients. At each documented touch point they were asked to list their current customer service behaviors. They had no problem listing out their current action steps. The real challenge came when I asked them to add their power moves to every touch point. In other words, I was challenging them to raise the bar. My message in training is that each person holds the power of one. The power to shape the patient experience and the power to make each experience special for the customer in that moment. I love to see their responses to this challenge. When they share their power moves they begin to shape the new habit. The beauty of this approach is that when they create it – they own it. And when they own it, they want it to be successful.
There are many behaviors that you need to hardwire for consistency sake. But when you engage the heart and mind of each employee in customer service, they begin to “heartwire” the behaviors and the impact is palpable.