Good customer experience is a result of great people doing great things. Luckily, your colleagues are great.
Think about the people you meet in the workplace. In almost every case, from the janitor to the CEO, two things are true. The first is this: your employer believes this individual is the best person for that role whom they can get. If they weren’t, your employer would get someone else. Second, this person believes that this is the best job for them. If they didn’t, they would go get a better one.
That’s right: pretty much most of the time, you are working with great people in great jobs.
I have been lucky enough to have worked around the World with almost a hundred companies and in my experience this is overwhelmingly true: your people are brilliant.
But so many companies don’t believe this. They seem to expect that their people are unmotivated and are doing mediocre jobs. So that’s how they manage them and guess what? That’s what they get.
But mediocrity is not what we promise our customers. If we want to do things better for customers, it isn’t good enough.
So let’s not manage for mediocrity.
Let’s manage for brilliance.
How do we this?
Here’s what we don’t do. We don’t police our people’s activities to catch them doing the wrong thing. We don’t set up elaborate reporting of pointless metrics which make no difference to the customer. We don’t have a big kick-off meeting with a motivational speaker and hope that this is enough.
Instead? We set important goals (maybe unreasonable goals?) and standards for performance. We do what we can to make achieving these goals as easy as we can. We give people what they need, pay attention to how well they are doing and look for ways to help them.
Then we keep paying attention so that they continue to know this matters: to us, to the customer and to them.
Then we get out of their way.
Brilliance will happen, I promise you.
Your people will love making the difference.
And your customers will love what results.