I came across an excellent post in The Insider that you should read if you haven’t already done so. It features an interview with Jay Chapman, Head of Communications at Pret a Manger (a sandwich shop chain).
The thing that struck me was the similarities between one of the key business practices between Pret a Manger and The Ritz-Carlton. They both place very high emphasis on recruitment.
Like The Ritz-Carlton, prior to formal interviews for any role, all candidates (for any position within Pret) must work on the shop floor for a day. The team who works there gets a say on whether the candidate will fit in with the team there or whether they would like the person to work for Pret. If the answer is no, the candidate isn’t hired.
In this way the shop teams make decisions on who the next Purchasing Manager, the next Customer Service Advisor and the next Property Director are. On top of that, all new recruits spend a week or two working in the shop at the start of their employment.
Pret invests a lot in their recruitment process to make sure that their business is filled with “Pret people” from top to bottom and they actively encourage employees to bring their own personalities to work.
Jay believes this investment pays off one hundredfold -- 60% of staff at Pret’s head office began life on the shop floor -- and they know the business inside out.
Incidentally, ‘head office’ is described by Pret people as, ‘Hudsons Place’. This is because the people at Hudsons Place truly don’t believe they are any more important than the people on the shop floor – they’re just fulfilling a different function. This attitude of respect, treating everyone the same seems to run throughout Pret.
That kind of attitude comes from the top and sets the tone for the entire organizational culture.
So regardless of what kind of business you are in there is a lesson to be learned about hiring. Determine the culture you want and then design your recruitment to find those people.
At Pret, there is one quality which is an absolute must if you want to join the team – happiness. “You can’t hire someone who can make sandwiches and teach them to be happy,” says Jay, “So we hire happy people and teach them to make sandwiches”. This is hiring based on character versus competence, which you then train.
What are the key qualities you need to hire for -- and importantly, how have you designed your recruitment process to find those people.
Cheers!
Bill's passion is exceptional customer service -- internally and externally. He works with clients to activate a “customer-focused” culture where engaged employees internalize the brand values and deliver an intentional customer service experience that exceeds expectations.
As well, he is a dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop.
For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: http://www.billhogg.ca/
Monday, September 29, 2008
Monday, September 22, 2008
Rogers does the unexpected
It’s popular to highlight the problems experienced by one of the largest Telco’s in Canada, but today I had an unexpected experience worth repeating.
I phoned Rogers cellular today because my daughters cell phone had incurred $33.00 worth of “Premium Services” on our family plan that she was unaware she had signed up for. We wanted to stop these services before additional charges were incurred.
The CSR explained that these were not Rogers charges, but were third-party services which we needed to cancel directly with the third-party. She then explained how this could be done.
While I was on the phone, I also asked her to examine my usage and let me know if I had the best plan for our needs. She showed me how by changing my plan, for the same base rate, I could receive additional services and have extra minutes which would reduce my overall bill.
I hung up grateful for her help and feeling pretty good about the overall experience.
Then the unexpected.
An hour later I checked my cellular voicemail and found a message from my CSR. She indicated that because we had inadvertently accessed these premium services, and had called to cancel after receiving the first bill, she had credited my account for the $33.00. She was clear that this offer was extended because the first time someone accessed these services it was often based on misunderstanding how these services worked.
WOW, was I shocked. I hadn’t expected this credit, and really had no right to expect it, but I was thrilled to have been treated as loyal customer who mattered to the company.
My opinion immediately changed and this Moment of Magic has definitely put some currency in my Rogers brand bank account.
Are you looking for ways to delight your customers?
Cheers!
Bill's passion is branded customer service that exceeds expectations. He works with clients to activate a “customer-focused” culture where engaged employees internalize the brand promise and deliver an intentional Branded Customer Experience -- internally and externally.
As well, he is a dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop.
For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: www.billhogg.ca
I phoned Rogers cellular today because my daughters cell phone had incurred $33.00 worth of “Premium Services” on our family plan that she was unaware she had signed up for. We wanted to stop these services before additional charges were incurred.
The CSR explained that these were not Rogers charges, but were third-party services which we needed to cancel directly with the third-party. She then explained how this could be done.
While I was on the phone, I also asked her to examine my usage and let me know if I had the best plan for our needs. She showed me how by changing my plan, for the same base rate, I could receive additional services and have extra minutes which would reduce my overall bill.
I hung up grateful for her help and feeling pretty good about the overall experience.
Then the unexpected.
An hour later I checked my cellular voicemail and found a message from my CSR. She indicated that because we had inadvertently accessed these premium services, and had called to cancel after receiving the first bill, she had credited my account for the $33.00. She was clear that this offer was extended because the first time someone accessed these services it was often based on misunderstanding how these services worked.
WOW, was I shocked. I hadn’t expected this credit, and really had no right to expect it, but I was thrilled to have been treated as loyal customer who mattered to the company.
My opinion immediately changed and this Moment of Magic has definitely put some currency in my Rogers brand bank account.
Are you looking for ways to delight your customers?
Cheers!
Bill's passion is branded customer service that exceeds expectations. He works with clients to activate a “customer-focused” culture where engaged employees internalize the brand promise and deliver an intentional Branded Customer Experience -- internally and externally.
As well, he is a dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop.
For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: www.billhogg.ca
Tuesday, September 16, 2008
Engaging Employees
The Hay Group, a global HR management consulting firm, recently surveyed 500,000 employees from 300 companies to assess the satisfaction levels of “committed” employees -- those who said they would stay with their company for at least five years compared to those who would leave after one year. They discovered that of the fifty influencing factors, pay was ranked the lowest.
There is little doubt that in many industry sectors salary plays a significant role in attracting quality job candidates. However, what many of us really seek is validation for our work. “Show me my contribution matters to the organization” rather than “show me the money” is the underlying message that employers should focus on.
But how does a company demonstrate validation? Some things for consideration are;
Bill's passion is branded customer service that exceeds expectations. He works with clients to activate a “customer-focused” culture where engaged employees internalize the brand promise and deliver an intentional Branded Customer Experience -- internally and externally.
As well, he is a dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop.
For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: http://www.billhogg.ca/
There is little doubt that in many industry sectors salary plays a significant role in attracting quality job candidates. However, what many of us really seek is validation for our work. “Show me my contribution matters to the organization” rather than “show me the money” is the underlying message that employers should focus on.
But how does a company demonstrate validation? Some things for consideration are;
- Offer interesting and varied work assignments
- Have a clear growth path and incorporate on-going training & development
- Provide tasks and projects that stimulate interest and give people the tools, processes and support needed to thrive and succeed, while being challenged
- Formally and informally acknowledge your employees’ contribution to you and your organization
- Actively solicit on-going feedback
- Express genuine and specific appreciation for a job well done in a timely manner
Let me know if you have some success stories you would like to share.
Cheers!Bill's passion is branded customer service that exceeds expectations. He works with clients to activate a “customer-focused” culture where engaged employees internalize the brand promise and deliver an intentional Branded Customer Experience -- internally and externally.
As well, he is a dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop.
For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: http://www.billhogg.ca/
Saturday, September 13, 2008
CIBC policy hurts more than it helps?
Yesterday I tried to use my CIBC credit card to purchase some new lights for our home -- approximately $700.00. However, when I went to pay, my credit card was declined -- twice. Embarrassed by the fact that my bank had refused me credit, I was forced to use a different credit.
When I returned home, I called the CIBC to find out why I had been declined. My monthly payments are through pre-authorized withdrawal, I never carry a balance and I was way under my credit limit.
The explanation from the CSR was that CIBC had declined your card so I would call in and they could confirm that the card has not compromised, lost or stolen. They explained they did this periodically as a safety feature to protect their customers.
To add further insult to injury, I was then forced to answer a number of questions about when, where and how much my last purchases were.
So in their claimed effort to provide me with protection, the actually have set themselves up to upset their customers.
I now have a ticking time bomb in my wallet. I never know the next time it will go off and I will face the embarrassment of having my card declined. Maybe next time it will be with a client, or possibly friends, who will question my financial management when my credit card is declined.
Of course, one way to avoid this situation is to cancel the card. Which has exactly the opposite affect for CIBC than they intended.
So, don't be like CIBC. Make sure you think through your policies from the customer viewpoint. Don't do more harm than good.
Something to think about!
Cheers!
Bill's passion is branded customer service that exceeds expectations. He works with clients to activate a “customer-focused” culture where engaged employees internalize the brand promise and deliver an intentional Branded Customer Experience -- internally and externally.
As well, he is a dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop.
For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: http://www.billhogg.ca/
When I returned home, I called the CIBC to find out why I had been declined. My monthly payments are through pre-authorized withdrawal, I never carry a balance and I was way under my credit limit.
The explanation from the CSR was that CIBC had declined your card so I would call in and they could confirm that the card has not compromised, lost or stolen. They explained they did this periodically as a safety feature to protect their customers.
To add further insult to injury, I was then forced to answer a number of questions about when, where and how much my last purchases were.
So in their claimed effort to provide me with protection, the actually have set themselves up to upset their customers.
I now have a ticking time bomb in my wallet. I never know the next time it will go off and I will face the embarrassment of having my card declined. Maybe next time it will be with a client, or possibly friends, who will question my financial management when my credit card is declined.
Of course, one way to avoid this situation is to cancel the card. Which has exactly the opposite affect for CIBC than they intended.
So, don't be like CIBC. Make sure you think through your policies from the customer viewpoint. Don't do more harm than good.
Something to think about!
Cheers!
Bill's passion is branded customer service that exceeds expectations. He works with clients to activate a “customer-focused” culture where engaged employees internalize the brand promise and deliver an intentional Branded Customer Experience -- internally and externally.
As well, he is a dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop.
For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: http://www.billhogg.ca/
Wednesday, September 10, 2008
Is anybody really listening
As a customer do you ever feel that no one is listening to you or thinking about your needs? How often have you been in a situation where the service provider clearly demonstrates that in spite of their words, their actions communicate that they are not listening.
For example, I recently went to pick up my dry cleaning. The cleaners have always been very helpful and looked after my needs quite well. No complaints.
They run a loyalty program where for every so many dollars purchased I get a $15.00 credit -- nice. However, whenever I pick up my laundry, I have to remember to go through a pile of cards that they store in flat rolodex files, get my card, have it stamped and then return it to the file.
On this particular day I mentioned that given the technology today they should have it on their computer system that whenever I spend over a certain amount they could surprise me and reward me with a $15.00 discount. Same program, but more convenient for the customer and provides the cleaner the opportunity to delight me.
Their response (said very nicely) was they already had lots going on at the cash register when a customer was purchasing and that would just add another step.
When I mentioned that it was not a very customer-focused response they assured me they were very customer focused -- and frankly they are.
It just served to remind me that even people/companies that are customer-focused still need to listen. We may be doing many things right -- but when a loyal customer offers a comment or suggestion -- shut up and LISTEN.
We can always improve and that usually starts with listening.
Cheers!
Bill's passion is branded customer service that exceeds expectations. He works with clients to activate a “customer-focused” culture where engaged employees internalize the brand promise and deliver an intentional Branded Customer Experience -- internally and externally.
As well, he is a dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop.
For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: http://www.billhogg.ca/
For example, I recently went to pick up my dry cleaning. The cleaners have always been very helpful and looked after my needs quite well. No complaints.
They run a loyalty program where for every so many dollars purchased I get a $15.00 credit -- nice. However, whenever I pick up my laundry, I have to remember to go through a pile of cards that they store in flat rolodex files, get my card, have it stamped and then return it to the file.
On this particular day I mentioned that given the technology today they should have it on their computer system that whenever I spend over a certain amount they could surprise me and reward me with a $15.00 discount. Same program, but more convenient for the customer and provides the cleaner the opportunity to delight me.
Their response (said very nicely) was they already had lots going on at the cash register when a customer was purchasing and that would just add another step.
When I mentioned that it was not a very customer-focused response they assured me they were very customer focused -- and frankly they are.
It just served to remind me that even people/companies that are customer-focused still need to listen. We may be doing many things right -- but when a loyal customer offers a comment or suggestion -- shut up and LISTEN.
We can always improve and that usually starts with listening.
Cheers!
Bill's passion is branded customer service that exceeds expectations. He works with clients to activate a “customer-focused” culture where engaged employees internalize the brand promise and deliver an intentional Branded Customer Experience -- internally and externally.
As well, he is a dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop.
For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: http://www.billhogg.ca/
Thursday, September 4, 2008
How to achieve the ultimate customer-focused company
Last May, Ranjay Gulati (Michael Ludwig Nemmers Distinguished Professor of Strategy and Organizations at Northwestern University’s Kellogg School of Management), wrote an article for the Harvard Business Review entitled “Silo Busting: How to Execute on the Promise of Customer Focus”. Gulati’s main point was that while many companies claim to be focused on their customers, they are unable to deliver on these promises within their current company culture. His basis for this argument is that companies continue to focus on their own needs versus the customer needs.
Gulati identified four values that companies must adopt in order to successfully be customer-focused. These are coordination, cooperation, capability and connection.
Coordination: Most companies are organized around a specific function, product or geographical location. However, customers don’t think that way, and often the solutions they need do not fit within those boundaries. Gulati suggests that companies need to create processes or mechanisms that break these divisions - or silos - so that the customer gets the benefit of the entire company.
Cooperation: Here the focus is two-fold. Separate business units need to cooperate to support each other’s activities to achieve measurable customer satisfaction, and employees who are closest to customers need the authority to make decisions that benefit the customer. This kind of cooperation ensures the customer always comes first.
Capability: According to Gulati, companies need more “generalists”. These are described as employees who “have experience in several products or services and a deep knowledge of customer needs” as well as having the skill and flexibility to cross organizational boundaries. These people see the big picture and resultant are able to produce tailored solutions that meet customer needs.
Connection: Gulati’s research supports aligning with suppliers and partners. The rationale is that it support better solutions for the customer as well as provide cost-cutting opportunities.
Gulati’s four “C’s” make sense, as they provide companies with a process map that focuses on the customer. Interesting to note, everything still focuses on the big “C” -- the customer.
Cheers!
Bill's passion is branded customer service that exceeds expectations. He works with clients to activate a “customer-focused” culture where engaged employees internalize the brand promise and deliver an intentional Branded Customer Experience -- internally and externally.
As well, he is a dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop.
For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: http://www.billhogg.ca/
Gulati identified four values that companies must adopt in order to successfully be customer-focused. These are coordination, cooperation, capability and connection.
Coordination: Most companies are organized around a specific function, product or geographical location. However, customers don’t think that way, and often the solutions they need do not fit within those boundaries. Gulati suggests that companies need to create processes or mechanisms that break these divisions - or silos - so that the customer gets the benefit of the entire company.
Cooperation: Here the focus is two-fold. Separate business units need to cooperate to support each other’s activities to achieve measurable customer satisfaction, and employees who are closest to customers need the authority to make decisions that benefit the customer. This kind of cooperation ensures the customer always comes first.
Capability: According to Gulati, companies need more “generalists”. These are described as employees who “have experience in several products or services and a deep knowledge of customer needs” as well as having the skill and flexibility to cross organizational boundaries. These people see the big picture and resultant are able to produce tailored solutions that meet customer needs.
Connection: Gulati’s research supports aligning with suppliers and partners. The rationale is that it support better solutions for the customer as well as provide cost-cutting opportunities.
Gulati’s four “C’s” make sense, as they provide companies with a process map that focuses on the customer. Interesting to note, everything still focuses on the big “C” -- the customer.
Cheers!
Bill's passion is branded customer service that exceeds expectations. He works with clients to activate a “customer-focused” culture where engaged employees internalize the brand promise and deliver an intentional Branded Customer Experience -- internally and externally.
As well, he is a dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop.
For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: http://www.billhogg.ca/
Subscribe to:
Posts (Atom)
