Chapter Eleven: Appreciate Your Customer (Article One)
The next meeting with your employees starts out with you saying, “Let me share with you a letter I wrote to one of our vendors…”
Companies love it when they receive appreciation letters about their employees, their products and the customer service they deliver. If you love what a company or individual has done, write the CEO or president a letter. Then, share that letter with your own employees. What can be learned from your positive experience? Can you do something similar in your business? Your letter becomes a learning opportunity, supported by an example that you and your employees will be able to relate to.
Now, take it a step further. Give your employees an assignment. Give them two weeks to write an appreciation letter to a business that is outside of your own circle of vendors. This could be a restaurant, airline, cleaners, hair salon, etc. Then have a meeting where everyone shares their great letters. Facilitate discussion around what they really liked about their experience. What created the great experience? Was it a person? Was it the process? Was it ambiance? What made the experience great? Is there a way to bring that experience back to your company?
This is a great exercise that makes employees really think about the service experience.
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Shep Hyken, CSP, CPAE is a customer service expert, professional speaker and New York Times bestselling business author who helps companies develop loyal relationships with their customers and employees. For more information on Shep’s speaking programs and learning products, please contact (314) 692-2200.
Email: email@example.com Web: www.hyken.com. For information on customer service training, go to www.TheCustomerFocus.com.
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