Tuesday 29 December 2009

Word of Mouse the Killer App for the Teenies


The Times newspaper today revealed its most likely 50 trends for the next decade. Looking through that list from a service perspective reveals more evidence of the growth of referral power as the most significant channel in marketing. To check the trends follow;

http://women.timesonline.co.uk/tol/life_and_style/women/the_way_we_live/article6968328.ece

The world of "show not tell" is firmly upon us. No one can bluff their brand anymore, the customer armed with smart phone, linkedin, plaxo network, facebook, flickr, You Tube, blog, vlog (Video log) or a combination of the above can spill the beans on exactly what service they receive and precisely what they feel about it. Forget the quasi scientific approach of Which magazine and say hello to emotional outbursts.

Spending £50,000 on the EPOS system and 50p on training is the kamikaze route for business in the next decade. It's time to get serious about how good our people are, to focus on the service processes and to make sure the physical environment that we provide is second to none.

Wednesday 23 December 2009

Optimism for 2010


2010 like 2009 will be exactly what we make of it. What we do is based on what we think the consequence will be. For 2010 confidence, commitment and energy will still be at the heart of winning performance. Where does that self belief come from? Some people seem to be born with it but they are few and far between, some people get lucky with their coaches and are open minded enough to take on the learning and some people discover it from books and somehow can translate the written word in to a line of action. For most of us self belief is elusive. Here are my thoughts based on 30 years of management experience:


1. Belief in a cause is easier than self belief. Having a clear organising thought or idea which helps you decide the course of action can be extremely helpful. It looks like self confidence and can come across as being single minded. The risk is the "cause" could be dubious but I have found that ideas like "integrity" are helpful. Having integrity as a cause is no bad thing and to date has caused me no harm.


2. Belief in the difference you are trying to make. If you can't find the reason to do something for yourself you may find it easier to do something that makes a difference to others. It feels more compelling because it is selfless. You look confident because you are acting with integrity. I always found it easier to be determined to do something for someone or something other than yourself.


3. When it comes to self belief the cynics aphorism "you are unique, just like everyone else" is a bit hollow. Your insights are developed from your own experience. Your insights and vision are based on what you, personally have learnt in life to date. That is truly unique. Your perception of your experiences and what you make of them constitues character. It makes up your unique vision. Self belief comes from feeling sure about that perception and acting in line with what your insights tell you. If you can do that then you are doing better than most of the people I have met in life.


4. I know for a fact that the success I have had and the success I will enjoy in the future comes from helping other people to be successful. Helping other people to achieve success and having high expectations of those around you is good advice which I have learned slowly. This is not the same as being selfless and open to being used. It's about seeing that helping other people to be successful will somehow come back round to you. Not always, and not immediately but it somehow does. It also provides another underpinning to your self belief which is the good feeling you have when you help someone else.


5. If I work in a team and develop a high level of trust in that team; real integrity, then the performance of the team starts to reach a whole new high. It's a bit like a band playing well, sometimes, just sometimes, the performance reaches a new level. I think the same is true at work or in any endeavour. It's not an easy thing or something which evolves out of courses and flip charts its more human endeavour, thinking and acting together which makes it happen. It's rare, its very often risky becuase if anyone doesn't carry out their part the endeavour may collapse but there comes a point when self belief and team belief merge. At that moment you are living one of life's fantastic moments. You may not be aware of it at the time but when you look back on the moment you realise that you were performing out of your skin. In that moment of realisation your self belief grows.


6. Practice. Self belief is also about practice and rehearsal. Malcolm Gladwell's excellent book, "Outliers" makes the point that the difference between ordinary and apparently "gifted" performance is 10,000 hrs of practice. The top tip, if you want to be good at something, there isn't a substitute for practice. When you aren't good at something then practice. Tiny persistent incremental improvement will slowly underpin your self belief. Rather than relying on bravado you will have developed the techique, inner learning and insights that make you stand out. Time consuming and slow, not like it is in the movies. But practice and rehearsal do make a difference.


One footnote here is the maxim that is worth remembering though "practice makes mindless" it's a cautionary note for experts. If we always act a certain way then we can become dull in the way we work, we don't inspire people around us.


7. Self belief is a choice. No-one can make that choice for you. The stories you tell yourself about your performance and the behaviours and performance of the team aroun d you are just that, your stories. We often go through life holding very then stories about why we do or don't do certain things. Sometimes it's worth remembering these stories are choices. No one can hurt you unless you choose to let them. Viktor Frankl's excellent book "Man's Search for Meaning" is for me the feinitive guide to this argument. Each time we undermine ourselves and take the victim role its a choice we make. Each time we rise up and drive something forward and makes a difference to te world around us it is only a choice. We chose to act in line with our belief's.


Have a great 2010.









Sunday 20 December 2009

Bad News Handling 10 Top Tips

Eurostar Tunnel Problems

Alison Sturgeon, from Ascot, left Disneyland Paris shortly after 7.30pm on Friday and arrived in London at 11am yesterday (Saturday). She said train staff had done a "dreadful job". "They were useless at giving us information. There was no communication at all," She said. (Source The Independent, 20 Dec 2009).

What are the top 10 requirements in handling bad news?

1. Respond quickly. Bad news doesn't keep well.
2. Leadership needs to be visible
3. Show concern for the plight of your customers and their families
4. Be Honest. Even if you can't give clear solutions make it clear that you are working on getting the facts, what is being done and when you will update the customers next.
5. Show Empathy. Read and respond to the emotions of the customers, empathy is not the same admiting responsibility.
6. Stay solution focused. (What we are going to do, not what we are not going to do)
7. Remember the pyramid of human needs; physiological needs come first; water, food, fresh air, then safety and security needs, then the feeling of belonging, then feelings of esteem.
8. Keep communications accurate, brief and clear and restate each time so that people can cope with the information they are hearing.
9. As the situation develops maintain communications if only to say there is a no further news and set out what is being done.
10. Human nature tends to fill in gaps with worst case scenarios and worst fear type explanations which is why you need to keep communications running.


DO NOT LEAVE FRONT LINE STAFF TO CARRY THE CAN. LEADERSHIP NEEDS TO BE VISIBLE TO THE TEAM AS WELL AS THE CUSTOMERS. IF YOU CAN'T BE THERE TO SUPPORT THE TEAM IN PERSON MAKE SURE YOU ARE AVAILABLE BY PHONE.

Team Advice


Eight Tips from World Class Service teams

In our work with award winning venues we asked the teams what they thought made the biggest difference to improving standards of customer service. Here's what they said.

1. Think “one” team. The customer doesn’t see the difference between contractors, service partners and the host organisation and nor should you. Think on team. Invite service partners them into the next meeting/project/party
2. Brief daily. Make sure the team know what’s happening on a day to day basis. Who is visiting, special occasions, services available and which services are not available.
3. Know the product. See the food, taste it, see the thing the team are supporting. Explain where it’s from, how got here, any stories connected with it. Watch team confidence and commitment rise!
4. Nothing beats leadership by example. Be the change you want to see. Set expectations through you own behaviours. The team does what their leader does.
5. Recruit and select the right talent. Have a clear idea of what talent looks like for your organisation. Ask candidates for examples of when they have shown the behaviours you are looking for. Will they fit the team? If you can see the talent, make sure they have the positive mental attitude to bring their talent to work. Everything else you can train, talent and attitude are much harder.
6. Do the induction process properly. New starters need to be given every opportunity to learn and succeed. Use your best people to buddy new starters. Induction is much more than a good handbook and two weeks of encouragement.
7. Make sure the boss meets new starters. Make sure new people joining the team get to meet the boss to hear the organisation values from the top.
8. Provide positive reinforcement whenever you see any member of the team driving standards up or providing a 1% beyond standard performance. Being positive about things being done properly isn’t just a thing to with managing people, it’s about the culture; contractors, partners, neighbours and civic agencies all need encouragement.


With thanks to the impeccable Milton Keynes Theatre and the delightful team at NationalConcert Hall in Dublin.

Wednesday 16 December 2009

Congratulations to Manchester Airport Group


Manchester Airport Group clocked a creditable 3 finalists in the National Customer Service Awards in London last week. Great to see the Airport competing head on with Aviva, Sky and the remarkable Tower 42 Team.

Congratulations to all the winners and to the 1472 people who showed up to cheer them on.

The Grosvenor House Hotel looked grand but I wondered about how 21st Century the awards were. I think we can do better than that.

The Manchester Hotel


The development of a training hotel like no other in the UK has to be an exciting addition to any city. Manchester Hoteliers Association have just published their proposals for Manchester this morning at http://www.manchester-hotels.org.uk/

Take a look.

World Class Service Ltd are directly involved in this project and we are proud supporters of this project.

Ten Traits of Outstanding Service Organisations


Ten Traits of Outstanding Service Organisations

1. Be reliable. This time, next time and every time


2. Anticipate. Be 5 seconds ahead of the guest and act on what you already know.

3. Stay responsive. To calls, requests, situations,

4. Welcome. Make each customer a personal guest. Eye contact, smile, personal greeting and use the guests name if they have provided it.

5. Sense of urgency or calm interface. Check before you act.

6. Assured. Know more about your customers, your product and services than anyone else. Where they are from, why they are there and what’s next. Train, read, watch, visit, click, practice, talk it through with the team. Always professional.

7. Empathise. Read, understand and respond to the emotions of the guest. Think through the implications of service changes. Respond to what you see; tired, anxious, bored.

8. Focus on well being. What would improve life for this guest?

9. Maintain high quality processes for all you do. The efficiency and effectiveness of your organisation has a direct impact on the customer experience and on the cost of each transaction.

10. Physical environment. Everything the guest sees, hears, touches or smells is informing the guest perception. Housekeeping, security, design and layout all have a direct impact on guest reactions.

Tuesday 15 December 2009

World Class Service No 1

World Class Service has been running live for 4 years this blog marks a commitment to the great people we have met over that time and the great people we are yet to meet. Our aim as a company was to be as much a cause as a company, a movement rather than a business. Social networks provide the ideal forum for us to reach out and to include a wider group of people who share a passion for service. I don’t intend to blog everyone to death, after all what service is that, but to try and provide some insights from our vantage point to help service professionals do their job better and to help customers find outstanding organisations I hope you will enjoy share and comment.