The next meeting with your team starts out with you saying, “Let me share with you a letter I wrote to one of our vendors…”
Companies love it when they receive appreciation letters about their employees, their products and the customer service they deliver. If you love what a company or individual has done, write the CEO or president a letter. Then, share that letter with your own employees. What can be learned from your positive experience? Can you do something similar in your business? Your letter becomes a learning opportunity, supported by an example that you and your employees will be able to relate to.
Now, take it a step further. Give your team an assignment. Give them two weeks to write an appreciation letter to a business that is outside of your own circle of vendors. This could be a restaurant, airline, cleaners, hair salon, etc. Then have a meeting where everyone shares their great letters. Facilitate discussion around what they really liked about their experience. What created the great experience? Was it a person? Was it the process? Was it ambiance? What made the experience great? Is there a way to bring that experience back to your company?
This is a great exercise that makes employees really think about the service experience.
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a professional speaker and author, Shep helps companies develop loyal relationships with their customers and employees. For more information on Shep’s speaking programs and books, please contact (314) 692-2200. Email: email@example.com Web: www.hyken.com. For information on customer service training, go to www.TheCustomerFocus.com.