Practice What You Preach: The Value of Leading by Example
Posted by Meredith Estep on Wed, Dec 23, 2009 @ 08:16 AM
Your actions and behavior are contagious for your entire customer service team. If you want your business to be known for its outstanding service, then you should be the best example on your team.
Consider this scenario: if you are an employee of a service business and are berated each day by a boss who wants you to not "be such a screw up", would you turn around and smile for the customers and give them your truly best effort? Not likely. It is difficult to perform outstanding customer service when your boss does not do the same or offer the same respect they expect of you.
Your leadership example is vital to sustaining a top-notch customer service level. Let your service staff observe you doing your job to the same caliber you expect from them. Here are some tips to help you practice what you preach.
Take Over in Heightened Situations
Sometimes it is necessary to become involved in a customer service issue. Whether you observe a heightened situation or if a service staff member calls for the manager, always be willing to jump in and take control. The customer will feel important that they have received the attention of the manager, and your service staff will appreciate your ability and willingness to assist them. Your staff will also witness firsthand how eloquently you manage a difficult customer - giving your team more tools to handle these situations in the future.
Acknowledge Your Service Staff to the Customer
If you need to step into a situation, it is sometimes at the expense of your service staff. Do not berate them by saying, "She does not know what she is doing. Let me help you". Rather, acknowledge their efforts by saying something like, "I am confident that Jenny here is fully capable of meeting your needs, but since I am here, I would like to assist".
In addition, be generous with passing a customer off to another staff member. If you have resolved an issue and the customer transaction can be completed by a team member, say, "I am glad I was able to help you. Now I leave you in the good and capable hands of my associate, Charles."
Do Their Job Occasionally
At times, it is a good example for you as a manager to step into the jobs that your service staff performs. This means running the register occasionally, rolling up your sleeves to stock the shelves, or getting on the phone lines. Let your service staff know that you appreciate their job by doing it yourself.
Train with Your Staff
You may want to brush up your customer service training occasionally. No individual can know absolutely everything about superior customer service. You can always learn something new by joining your staff in service training.
You may even want to run the training yourself. If your staff sees that you are extremely knowledgeable in service strategies, they will respect you even more and know you are the best resource for their needs.
Getting the best from your service staff is not hard. However, you as a manager or supervisor need to be aware of how you practice your customer service skills so your staff does the same.
- Meredith Estep