I've stopped teaching customer service because...
It Has To Be Hearts AND Minds
'Hearts' is for the customer (we love our customers).
'Minds' is for
yourself.
You can't be better for your customer unless you are better for yourself first.
Every week I'm asked if I can 'work with a company and teach the staff customer service techniques'. I used to teach techniques. I used to love it. But there's a problem with that approach.
You can teach customer service ideas and techniques all day, but people won't provide better service unless they have the belief, the confidence and the desire to serve.
That's why
we created Hearts and Minds.
Countrywide Estate Agents
We've just finished a 90-Day Hearts and Minds Programme with Countrywide Estate Agents. If you think your business is tough consider this: Estate Agents are the 3rd most hated profession in Britain, (after power companies and banks). Apologies to readers from power companies and banks.
The Countrywide results have been off the chart, the best we have ever seen. Major shifts in Net Promoter Scores,
sales and any other area you care to measure.
And as for the stuff you can't measure - like staff saying, 'It's the best thing we've ever done', and customers raving about their wonderful Estate Agent (yes, read that last bit again) we have had masses of feedback. And I love measuring feedback in hundreds!
Don't take my
word for it. Have a look at this 30-second video of Simon Perkins, Operations Director of Countrywide Estate Agents sharing very succinctly what Hearts and Minds has meant to them.
And if you have 5 minutes, watch this YouTube video the staff made to celebrate their final week - I
bet you'll smile.
Would you like to know more?
Christine and I will be in London later this month meeting with people who would like to know more about Hearts and Minds and what it can do for their organisation.
If you'd like to meet us for an informal chat about Hearts and Minds then please contact my office and they'll set it up. And if you can't get to London, but you'd like to know more, please get in touch with our office and we'll set up a
call.
Call Ruth or Vanessa on 08456 733 336
Email Ruth@MichaelHeppell.com
Hearts and Minds is transforming the way customer service and people development is being taught and used in the workplace. We've seen incredible results in organisations as diverse as Automotive to Banking and Healthcare to Housing. Yours could be next.
Remember, it's Hearts AND Minds.
Knowing isn't enough. When it comes to service, even the 'doing' may not be sufficient. It's the combination of; understanding, wanting to make a difference and knowing exactly what to do to make that difference.
Be Brilliant!
Michael Heppell
PS You don't need to be a big company to use Hearts and Minds. Our next Hearts and Minds Ambition Programme for smaller organisations starts in June 2014. If you'd like to know more, contact my office.
|
|
|
