If you offered your staff a Million Rand to…
Greet your customers warmly with a smile…
Be polite and courteous even when customers are not…
Treat your customers they way you have trained them
to…
Could they do it?
For a million?
So….
If they know how to do it…
Why aren’t they doing it… all the time?
You are not asking them to fly
a helicopter
They don’t need more training
They just need a good reason
to do it – and it
doesn’t have to cost a million
Giving them a reason means recognising, praising and
rewarding their behaviours
Service behaviours are hard to measure
But it is these behaviours that sustain your business and promote your brand
Isn’t it worth finding out who is using them?
The Who Made My Day process
monitors, measures and rewards
critical service behaviours
What we do
1. Identify the service behaviours that are important to your business.
2. Measure their frequency.
3. Reward the people who are using them.
How does it work?
Checklist of key service behaviours is agreed
Staff use checklist to observe each other demonstrating the behaviours
Further observations by mystery shoppers and supervision
Data collected, analysed and presented
Staff rewarded based on multiple observations
Implementation in 5 Steps
1. Plan thoroughly and set goals
2. Agree observation checklist items
3. Communicate process to all stakeholders
4. Conduct service observations
5. Measure and reward results
Results
Key Points
Your measurements, e.g.,
• Satisfaction index
• Customer retention
• Number of customers
• Number of complaintsabout service
Rewards
Key Points
• Variety of rewards
• No cash
• As soon after behaviour observed as possible
• Celebrate achievements
Benefits
• Return on training investment
• Sustainable skills improvement
• No extra work; we do the admin
• Boost staff morale and motivation
• Reinforce desired behaviours
• Keep your customers coming back
• Focus on outputs