John DiJulius | Customer Experience Blog


5 Steps to creating an Above & Beyond Culture, Maids National WOW award

Priming their minds – In my book, What’s the Secret?, Commandment VIII: Creating an Above & Beyond Culture, is about how world-class Customer service companies are constantly making their employees aware of all the simple ways they can surprise and delight their Customers.  The following audit questions are critical if your company has what it takes to create an Above & Beyond Culture:

  • Are your employees empowered to exceed Customer expectations?
  • Are your employees willing to exceed Customer expectations?
  • Do you have mechanisms in place to collect and re-distribute Above & Beyond stories to constantly remind your employees to look for similar situations?

Five Steps to Creating an Above & Beyond Culture –

      1. Empower employees with autonomy and confidence so they can aggressively go Above & Beyond without being second-guessed by management.
      2. Train employees to be able to consistently recognize Above & Beyond opportunities that occur.
      3. Inspire them to think outside the box and go Above & Beyond for the Customer.
      4. Acquire and document all Above & Beyond stories that happen in your organization.
      5. Advertise and recognize those stories and employees throughout your entire organization. 

      The National WOW Award – The Maids International (TMI) is a professional home cleaning service with locations all over the US. To ensure the Maids Service Vision penetrates throughout the entire company, in 2013, TMI rolled out their National WOW! Award, which was developed to recognize outstanding Customer service provided by a franchisee, manager, team leader or team members. The award is given out quarterly to someone who takes the initiative to seize an opportunity to “WOW!” a Customer, and impact him or her for the better. The stories do not have to be extravagant; instead, these are often relatively simple, easy, actionable service opportunities that show how franchisees or staff recognized opportune moments, foreseeing Customer needs, listening to the Customer and being thoughtful. These considerate moments then turn in to emotional connections with the Customer. These connections show that TMI not only provides cleaning services, but also takes care of Customers and improves lives. The recipient of the National WOW! Award receives a $500 prize and a stunning crystal trophy to display proudly at the franchise office for years to come.  

       

      The Winner is…The Customer! I love this story of the first TMI National WOW! award recipient out of their Kansas City location. While cleaning the home of an elderly Customer in April, the team of four maids noticed that the elderly woman’s Christmas tree was still standing, fully decorated, in the living room. Upon asking why the tree was still up, the woman explained she had wanted to take the tree down but it was too overwhelming of a task to do on her own. The team recognized the opportunity, preceded to take the tree down for her, thus “WOWing” the Customer! 

       

      Who is allowed? – This week’s negative cue is a sign displayed by a pool in a high-end resort.  As you can see, there are a lot of “pool rules.” It would be easier to list what is allowed versus what isn’t, and the sign would be smaller.

       

       

       

      The 2013 Secret Service Summit – This November 4 & 5, learn why The Maids and many other top Customer service organizations in the world visit Cleveland to attend the Summit of the Customer Service Revolution. Learn more…

        

      Johnism

        

      We are in the Customer perception business

       

      John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.

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      UniQlo revolutionizing retail; Secret Service Allowance; Dream on Program

       

      Benson Kearley –  Benson Kearley IFG, headquartered in Toronto, Canada, is not your typical insurance agency, because Stephen Kearely is not your typical President of a company.  BKIFG is obsessed with providing a world-class experience to both Customers and employees, and it is paying off huge dividends by their exponential growth. 

       

      Secret Service Allowance – A few years ago BKIFG started one of my favorite Secret Service systems called the Secret Service Allowance program. This program provides every one of their business professionals with a $25 allowance that they must spend every month on their Customers, to surprise and delight them unexpectedly. This Secret Service allowance primes the mind for their employees to listen and catch opportunities to recognize Customers with soft, warm touches.  For example, an existing Customer might just be calling to ask a question about their policy, and they mention that it’s their wedding anniversary this weekend.  This may trigger the BKIFG employee to send them flowers. Or another agent may send five different Customers a $5.00 gift card to a local cafĂ©.

       

      Dream On – Another incredible system Benson Kearley employs is the Dream On program for their employees. I got to witness this first hand when they granted two recipients their dreams. One of the employees awarded received transportation for a year to and from work, because she was currently taking 2-3 buses everyday both ways to make the commute. There wasn’t a dry eye in the room. The basic premise of the program is this: any dream, big or small, can be submitted for consideration. Dreams are awarded a minimum of twice a year. If a dream is not selected, it remains in the ‘dream pool’ for future consideration.

       

      The UniQlo Experience – A Japanese company that is the fourth largest fashion retailer in the world, now has only six stores in the US. It has aggressive plans, however, to open over 200 new stores in the next six years and become the #1 retailer in the world. After researching them, I wouldn’t bet against them. 

       

      Creating a revolutionary retail experience – UniQlo has an incredibly unique model, from how the store is visually laid out to their Customer experience.  For instance, when you try on a red shirt and look in the mirror, the mirror can show you what it would look like in blue, orange, or any other color they sell that shirt in, saving you the time for needing to try on more than one shirt.  Their attention to detail in all six components of the experience is incredible, they train their employees on how to fold a certain amount of garments per minute, and employees are even trained what a UniQlo smile looks like and how to wear it.  You have to watch this four-minute video of UniQlo’s innovative Customer experience.

       

      Aveda Salons join the revolution – check out this video!

       

      Johnism

       

       The easiest Customer to get is the one you already have.

       

      John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.




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