how to make change last
One business I worked with had two directors. One consistently arrived at work late. The other had a manner which other workers found offensive.
What message was this sending to staff? And what do you think they passed on to customers?
Luckily, the CEO (not one of the directors) was committed to openness and consistency.
To make change endure in an environment like this demands a leadership component to get everyone on the same page giving the same answers.
In this organisation, everyone – including the directors - went through a process that helped them to learn and appreciate company values and understand the contribution that each and every person made to the business.
Making lasting changes to any kind of organisational culture or values involves frequent reinforcement at every level and via different media.
One little customer service course is not enough.
Enduring change needs to be modelled from the top.
Senior staff need to mentor other staff and model the desired behaviour.
Change doesn't happen as a result of just one or two people doing it. The message has to be imprinted and adopted at every level of the organisation.
Mahatma Gandhi had it right when he said “You must be the difference you want to be in the world”.
Changing the culture comes down to buying into the same message, understanding the contribution every person makes and understanding the impact each person has on others around them – both other staff, customers.
Small, daily things, like the value of a smile, asking how they are – all make an impact.
Some staff serve the external customer, but they in turn depend on internal staff to get back to them.
So customer service excellence is not just about dealing with external customers – a successful business must encourage excellent service for internal 'customers' too, whether they're on the help desk, audit, mail room, account direction – everyone is connected.
To talk to me about your organisation's need to transform attitudes and behaviours and generate a positive and cohesive workplace, email maggie@parexcellence.net.au or phone 0402 301 402.
I offer consulting, audits, training, facilitation and video programs to transform your organisation's customer service.
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