Every profession, every course, and every instruction manual starts with the basics.
I am sitting in the Minneapolis airport on my way to deliver a workshop in Denver on Customer Focus. I delivered the same workshop earlier this month, and will deliver it two more times in June for other locations. Clearly, I am blessed with a client that is committed to customer focus as a core value, and to making sure staff at all levels and in all departments "get it", even if they never directly touch the customer.
I am sitting in the Minneapolis airport on my way to deliver a workshop in Denver on Customer Focus. I delivered the same workshop earlier this month, and will deliver it two more times in June for other locations. Clearly, I am blessed with a client that is committed to customer focus as a core value, and to making sure staff at all levels and in all departments "get it", even if they never directly touch the customer.
Like any strong program, the workshop is based on organizational values, business priorities and is driven from the top. The CEO is leading a segment in every session in every location - I think staff will realize this is important! One mantra repeated throughout the day was, "Yes, Yes, No Problem". This short, clear statement quickly articulates the expected response to customer requests.
As I strive to continually improve customer focus, I would like to share a few insights I have gained and a few steps you can use with your staff to ensure customer focus.
1) Define it. Who is your customer? Who is your customer within the customer (e.g., Purchasing, Engineering)? What do they care about? How much communication do they prefer, and in what form?
2) Understand it. A 2-week turnaround time in one industry may be fabulous, while in a quick turn prototyping environment, this may be subpar performance. Ask your staff - across departments and locations - to explain customer focus and responsiveness. Is there a common understanding? If not, work on it.
3)Communicate it. Internally, educate staff in the different customer expectations and requirements for quality, turnaround, communication preferences and more. Share stories of the company "heroes" who went the extra mile for a customer or exemplified customer focus in other ways.
4) Align it. Every team member touches the customer experience. Does the warehouse clerk understand how her job impacts the customer? Does the Accounts Receivable clerk understand how his approach to past due accounts impacts the organization's brand image and relationship with the client.
5) Streamline it. Every function and position in a company has inputs and outputs. The inputs are the materials, information and services required to perform your job. The outputs are the materials, information and services you provide to others. Take the time to ensure team members clearly understand how their individual actions can help or hinder their coworkers ability to deliver on the promise of customer focus.
6) Reward it. Develop recognition processes that reward customer focus - both internal and external customers. Align other HR systems (recruiting, performance management, development programs, etc.) around your company values as well.
These simple steps can help truly embed customer focus in your organization.
We hope this brief overview sparks ideas for improving customer focus in your organization. This program was presented in partnership with the Manufacturers Alliance. Please feel free to contact Kelly Rietow or Kirby Sneen of Manufacturers Alliance to bring this, or similar workshops, to your organization.
As I strive to continually improve customer focus, I would like to share a few insights I have gained and a few steps you can use with your staff to ensure customer focus.
1) Define it. Who is your customer? Who is your customer within the customer (e.g., Purchasing, Engineering)? What do they care about? How much communication do they prefer, and in what form?
2) Understand it. A 2-week turnaround time in one industry may be fabulous, while in a quick turn prototyping environment, this may be subpar performance. Ask your staff - across departments and locations - to explain customer focus and responsiveness. Is there a common understanding? If not, work on it.
3)Communicate it. Internally, educate staff in the different customer expectations and requirements for quality, turnaround, communication preferences and more. Share stories of the company "heroes" who went the extra mile for a customer or exemplified customer focus in other ways.
4) Align it. Every team member touches the customer experience. Does the warehouse clerk understand how her job impacts the customer? Does the Accounts Receivable clerk understand how his approach to past due accounts impacts the organization's brand image and relationship with the client.
5) Streamline it. Every function and position in a company has inputs and outputs. The inputs are the materials, information and services required to perform your job. The outputs are the materials, information and services you provide to others. Take the time to ensure team members clearly understand how their individual actions can help or hinder their coworkers ability to deliver on the promise of customer focus.
6) Reward it. Develop recognition processes that reward customer focus - both internal and external customers. Align other HR systems (recruiting, performance management, development programs, etc.) around your company values as well.
These simple steps can help truly embed customer focus in your organization.
We hope this brief overview sparks ideas for improving customer focus in your organization. This program was presented in partnership with the Manufacturers Alliance. Please feel free to contact Kelly Rietow or Kirby Sneen of Manufacturers Alliance to bring this, or similar workshops, to your organization.