Customer Service – What get’s it done?
The gym I go to has a great front desk staff.
Their greetings are strong when I come in, smiles big, very receptive to the few requests I’ve had and bid a great farewell when I leave.
Every time, all of them.
Most of the other staff seem to be on board as well.
So what is it?
Does American Family Fitness pay really well? Do they just hire the right twenty somethings? Are they consistently trained and managed?
I’m not sure exactly but what I am sure of is that the culture is right.
Regardless of hiring practices, pay or training models the culture set by the leadership creates the environment for success…or failure.
In my experience culture is determined through time by communicating with your peeps often, by being forthright with standards and expectations and, most importantly, by explaining “why.” Explaining why means explaining to the staff the enduring end-sate, the objective, the second or third desired effect.
Your people are smart and will help you to your goal; if they know what it is (exactly) and you allow them to.
Leaders need to take some time to reflect, communicate and observe; this, done over time, will start an organization on an enduring path to success – it will create the right culture.
Answering lots of email doesn’t.