{"id":32261,"date":"2020-12-09T00:00:00","date_gmt":"2020-12-09T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/employees-love-the-story-too\/"},"modified":"2024-01-17T11:31:08","modified_gmt":"2024-01-17T11:31:08","slug":"employees-love-the-story-too","status":"publish","type":"post","link":"https:\/\/hyken.com\/success\/employees-love-the-story-too\/","title":{"rendered":"Employees Love the Story, Too"},"content":{"rendered":"\"The<\/a>Last week, I covered the idea of the story. Customers love to read the stories of other customers using the products they are interested in purchasing.\r\n\r\n

Reviews are where they start.<\/h3>\r\nHigh ratings can turn into high interest. Customer commentary<\/a> in the review\u2014as in how much they are enjoying the product and how they are using the product\u2014can push a potential customer to make the purchase.\r\n\r\nThere is a similar benefit to employees reading reviews. While they may not be buying the product, the reviews help them buy into the company they work for. It provides validation, credibility and even a sense of pride.\r\n\r\nOne of our clients asked whether they should share survey results with their team. His question was, \u201cShould they go to everyone in the company or just leadership?\r\n\r\nOn a regular basis, share your positive reviews with everyone. This could be at a weekly team meeting or even a quarterly event. Some of my clients have reviews and surveys returned daily and choose to share them every day in their morning huddles. While that frequency may be a bit much for many, the idea is that there is a steady flow of sharing, whether it\u2019s daily, weekly, monthly or quarterly.\r\n

The good stories are great to share, but what about the bad ones?<\/h3>\r\nWhat about the occasional\u2014at least I hope it\u2019s just occasional\u2014complaint from an unhappy customer? Do you share those? The short answer is, \u201cAbsolutely!\u201d\r\n\r\nYou don\u2019t need to share all negative reviews and complaints, just the ones everyone can learn from. There will be some complaints that are directed to an individual because of a poor attitude. That is not the type of negative review you share with the team. Addressing the individual responsible for the complaint is a teaching and coaching opportunity for that specific employee. The type of reviews and complaints you want to share with the team have to do with customers experiencing a flaw in your process. The lesson on how these are handled is definitely worth sharing.\r\n\r\nThe accolades are stories you want to share with everyone. After all, everyone loves a good story. The negative comments and complaints<\/a> along with how they were handled also make for a good story. It\u2019s that second part\u2014how they are handled well\u2014that turns the negative into a positive. That\u2019s the important part\u2014the opportunity for learning\u2014that you want your team to know about.\r\n\r\nEveryone loves the story\u2014both your customers and your employees!\r\n\r\n\r\n
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