WIIFM Is the Secret to Keeping Your Team Motivated to Care
If you are looking to or have hired staff, I know you ache for those individuals to care about your business as much as you do.
From the moment new staff take up their position, you want them focused on what’s best for your customers. You want them providing a level of service that has your customers not only coming back but speaking highly about your business to everyone they know.
You provide consistently great service naturally because it’s your business and you love what you do, but for those you hire this level of service takes a little more effort; especially when not all customers are easy to interact with. Difficult interactions can leave employees feeling tired or frustrated, and over time, their care factor for service excellence can lessen. That’s quite normal; it’s not their business.
So, you how do you keep your employees motivated and focused on providing consistently excellent service?
You need to encourage them to identify the reason they should keep their service skills and focus sharp, the reason that goes beyond getting paid and doing what you (the boss) wants.
Ask them to identify their WIIFM.
What’s In It For Me? Ask them to ask themselves, “What’s in it for me to provide excellent service to every customer, every day?”
This is a personal question. Everyone’s motivation to be better than just a good customer service provider may be different. Some will find it easy to answer, and others might have to dig deep to identify why they should make the extra effort.
I refer to employees who know their WIIFM, as Customer Service Professionals in the making:
- They know the internal rewards they gain from providing excellent service is more valuable than their pay packet
- They know that when they provide a level of service that exceeds a customer’s expectation, they benefit too.
Share these 12 benefits of becoming a customer service professional with your team:
1. Increased compliments.
2. Decreased complaints.
3. Increased job satisfaction.
4. Increased personal satisfaction.
5. You (the boss), will want to keep them and keep them happy.
6. Thank you, phone calls, cards and emails, from delighted customers.
7. Increased confidence when dealing with angry or upset customers.
8. Reach and exceed sales targets.
9. Better relationships with co-workers.
10. Reduced fear of delivering bad news to customers.
11. More energy for the family when you get home.
12. Reduced stress.
The preceding list was created by attendees at our Customer Service Boot Camp. Staff at all levels in any business benefit greatly from attending a customer service fresher session like a Customer Service Boot Camp.
They get the chance to refresh their people skills, hear from a service excellence expert and vent their concerns in a professional and supportive environment. They leave feeling valued, motivated and with their service excellence lights fully charged.
If you haven’t already, make WIIFM a task that everyone in your team completes; first individually and then share with each other.
Employees who know what they personally will get from making a greater service effort every day are more likely to make the effort.
Employees that are only motivated to provide great service by a pay packet or to keep the boss happy, rarely stay motivated long term.
“The opinions expressed by Smallville Contributors are their own, not those of www.smallville.com.au"
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