client relationships | Shep Hyken | Customer Service Expert

The Interview with Michelle Hayward:

Michelle is a firm believer in the culture and values of a company. She shared the five most important tenets of company culture. They are:
1. Intentionality – It is important to approach your work with intention every day. This helps you be bold, confident, and prepared. Intentional people know what’s expected of them and have a desire to answer questions, make deliberate choices, and move the conversation forward in a positive, productive way.
2. Curiosity – Foster insatiable curiosity in your work. Curiosity allows for creativity, which creates growth. You never want to get to a place where you’re stagnant because there’s no curiosity. Curiosity helps you solve tough problems.
3. Purity of Heart – In many lines of work, you will be given tough problems with strict deadlines. Even when caught in “the struggle,” it’s crucial to be pure of heart and be driven by the notion of service and the desire to help others.
4. Agility – Nothing is ever predetermined, so there will always be a need to be agile. This means being able to “pivot” and adapt to every new challenge that arises.
5. Freedom, Transparency, Accountability – The final tenet is three concepts in one. These three qualities allow for the creation of a platform where people own their work and are accountable for their decisions. This helps with employee engagement because it makes them feel involved and valued.
It’s important to recognize a misalignment of values. Team action should be taken to try and rectify the issue, and during this time, everyone involved should remain open and willing to learn and pivot.
Never stop learning. Always stay open to new information and lessons. Be willing to take risks with your clients. The reward will be worth it in the end.
Be transparent with your clients. Your relationship with them will become a more productive partnership. When done right, values will cross over and positively affect the relationship.

Quotes:

“Culture is steeped in values. Values shape behaviors.” – Michelle Hayward “In order to solve tough problems, you have to be a learner.” – Michelle Hayward “Transparency is key to designing a culture where people feel that they are truly a part of not only the team, but the work and its outcomes. It makes them able to feel like they can truly commit.” – Michelle Hayward

About:

Michelle Hayward is the CEO of brand and growth consultancy Bluedog Design. She is a graduate of The Kellogg School of Management’s Chief Marketing Officer Program and Dartmouth’s Executive Women Entrepreneurship. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

How can I create a company culture?
What core values are important in business?
How can I create meaningful client relationships?
What makes a good employee experience?
How does culture affect the customer experience?

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