Is everyone on your team on the same "page" regarding your Customer Service or Patient Experience "story"? If they are not - your Customer Service Experience will be somewhat or completely random. Inconsistent Customer and Patient Experiences drive your Customers and Patients toward your competition.
What can you do strategically? Communicate - communicate - communicate. Organizations committed to creating a consistent Customer Service Experience need to do one thing consistently - shape the mindset of the employee team members through powerful communication.
Actually for the record... Strategic Customer and Patient-centric organizations consciously and actively seek to consistently create the desired Customer Service Experience. Step one is to create the Customer Service vision in the minds of employee team members. Unfortunately, few organizations are "strategic" because they fail to keep the "story" of "why we are here" - top-of-mind with employee team members.
The primary problem is one of assuming that everyone "gets it". (The other problem is assuming that every employee team member fits the job.) Too often, I find that organizations take for granted or assume that everyone on their "bus" is on the same "page" in terms of what the organization really does through their Customer or Patient Experience.
What can you do? The answer is simply - talk about the emotional impact of your Customer or Patient Service Experience and do so daily - if not more often. When your employee team members beg you to stop - keep talking about it.
Keep the pressure on - constantly.
Now go Maximize Possibility!
Chris Young helps organizations Maximize Possibility through talent management, cultural transformation, and strategic intervention. Bring Chris in today!
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