LESSON FOUR – Listen To The Elves
- Involve your employees in the operation.
- Seek and listen to ideas and opinions of your team for constructive feedback in making things better.
- Empower your staff to make decisions particularly when it involves fulfilling your goal of creating a magical customer experience
- Pay attention on how you are perceived as their leader by accepting feedback and taking action.
- Seek, obtain and listen to customer feedback to show that you care
- Walk awhile in your customer’s as well as employee’s shoes
LESSON FIVE: Get Beyond The Red Wagon (Dealing With Change)
Some of you may remember asking for or having a “red wagon” as a child. In fact, I still have one in my garage. It use to be one of the most popular toys that Santa’s workshop produced. Years ago and while growing up, every child dreamed of getting a red wagon. Santa’s helpers made tons of them.
However, as time passed, the red wagon became less and less popular. Santa and his team realized the necessity of adapting to the new demand of popular toys, video games, etc. Just like your customers, their wants and needs are constantly changing. Change is inevitable and you have very little choice but to accept it. Your only choice is how you respond to it.
- Help everyone accept the reality of change and the reason why it is important for the success of your business or organization.
- Provide surveys, customer round table discussions, ask for feedback, observe other businesses to learn about what your customers really want.
- Teach “The Business” – The more your employees understand about how your business works, the more likely they are to accept and support change.
- Cross train your staff or have them job shadow other areas and positions to get a better understanding of everyone’s job and how it affects the business or organization.
LESSON SIX- Share The Milk and Cookies
We would all agree that Santa Claus is the one who is in the spotlight and usually gets a lot of the credit for making Christmas so special. Even though everyone at the workshop on the North Pole works very hard to make sure Santa’s mission is accomplished. Who gets credit for all of the elf made presents under the tree? Who enjoys the milk and fresh baked cookies in the homes while the reindeer try to catch their breaths on cold rooftops? How does Santa keep everyone motivated and appreciated?
- Make sure everyone sees the positive differences that they make not only to your customers but to each team member
- Be more visible to your team and spend time with them watching how hard they work, catch them when they do things right, thank them and tell them often that you appreciate them.
- Post emails, reviews or letters of customer’s positive feedback in the office or breakrooms.
- Celebrate successes at staff meetings and share your appreciation
- Expand recognition to have all employees
- Make it everyone’s responsibility to recognize and appreciate others
As you can see, from the last two “Magic Minutes” of sharing Santa’s Leadership Secrets, many are simple and easy to implement in any business or organization. Try them and I am sure you will create that holiday magic just like Santa. Stay tuned for your next “Magic Minute” for the last of Santa’s Leadership Secrets!
Need Help? Contact John Today!
John Formica is America’s Customer Experience Coach, team culture expert, keynote speaker, and Top 10 Global Thought Leader and Influencer on Customer Loyalty. For information on customer experience programs, leadership training, team culture, business growth, how to find and hire great people and tailored training programs just for you or to book John, contact 704-965-4090 or visit our website at JohnFormica.com.