Even if you have been open for business in some form , the likelihood is that you ’ re still ramping up , and your employees must be ready . No matter what type of business you operate , the performance of your employees will likely be the driving factor in the quality of the customer experience during what could be a confusing and emotionally charged time . It ’ s best to think of this as an opportunity to re-onboard your people , even those who might have been working in some capacity during the coronavirus shutdown . Here are some key onboarding topics to be planning right now to ensure that your employees are show ready when the time comes .1 SAFETY FIRST .
The No . 1 consideration is : How will we ensure the safety of our customers and employees ? Every employee needs to know what safety equipment is available , how to use it properly and what the safety non-negotiables are . Most customers are going to be very conscious of your organization ’ s attention to safety . So , your employees need to know exactly what ’ s expected of them in making sure everyone and everything is safe .
2 WARM WELCOME .
How will we welcome our customers back ? Even if you ’ ve been open in some format , you ’ ll still be welcoming a lot of customers back to your business . Talk to your team about what that welcome should look and sound like . Role play until everyone knows how to ensure your customers know that you and your team are thrilled that they are back and appreciate their business . Those first few days of operation will set the tone for how customers feel about your operation . Don ’ t leave that feeling to chance .
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3 FOND FAREWELL . On the other side , what does a fond farewell look and sound like ? How should customers be treated as they end their visit to your business ? Discuss with your employees ways to encourage your customers to come back , spread the word that you ’ re open and just generally feel good about what just happened . While you don ’ t want employees to sound robotic , there ’ s nothing wrong with being clear about the tone and intent of how that fond farewell should go .
4 HANDLING PROBLEMS .
What should employees do when there is a customer problem or complaint ? There might be problems or misunderstandings that occur because of safety procedures that customers are now expected to follow . Is there a way to head off those misunderstandings before they occur by “ training customers ” when they arrive ?
There have been a handful of news stories about dangerous employee / customer confrontations that have occurred , and I think we all need to be in constant learning mode on this one . But be proactive and discuss potential problems with your team and ways to handle them in a way that still makes customers feel respected and valued . On those rare occasions when a customer situation starts spinning out of control , train your employees on exactly what to do and how to get you involved . Again , be hyperfocused on learning and evolving with each challenging customer situation .
5 THE BIGGER PURPOSE .
Reconnect your people with the bigger purpose of their jobs . A job ’ s purpose is always bigger than a job ’ s tasks . A gym is helping people live longer , healthier lives . A bank or a credit union is helping people have a bright financial future . A salon helps
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people feel good about themselves ... you get the idea . Tell stories about the impact that employees have on customers beyond the mechanics of the job . When your by Dennis Snow customers come back to your business , you want them to sense the pride that your employees feel in what they do . Build or rebuild that employee pride right away .
Most of what I ’ ve talked about in these five points will apply to onboarding employees at any time , regardless of the circumstances . But for many organizations , this reopening time is a critical moment in the organization ’ s future success or failure . Look at it as an opportunity to reengage your team and deliver an outstanding customer experience . People have been cooped up for a long time , and just about everyone is hungry for outstanding experiences . So , here ’ s something to think about : What can you do right now to ensure that your team is show ready when your customers return ? G
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Dennis Snow is the president of Snow & Associates Inc . Dennis worked with The Walt Disney Co . for 20 years and now consults with organizations around the world , helping them achieve their customer service goals . He is the author of “ Unleashing Excellence : The Complete Guide to Ultimate Customer Service ” and “ Lessons From the Mouse : A Guide for Applying Disney World ’ s Secrets of Success to Your Organization , Your Career , and Your Life .” You can reach Snow at 407-294-1855 or visit his website at www . snowassociates . com . |
GearedUp | 2020 Issue 3
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