Loyal Naturally

simple strategies for

inspiring and

engaging your team to

deliver outstanding customer experiences

Caroline Cooper

6

What contributes?

• Knowing what’s expected

• Equipping your team

• Taking ownership

• Recognition

The 1 thing you must

have in place if you want

your team to be meeting

yours (…..and of course your

customers’) service

expectations

What do you want? •Define and share your service

values

• Identify what you mean by good

or outstanding service

•What’s your end result….

what v. how

•Look at from the

Customers’ perspective

When customers leave…

What would you want them to:

Feel

Say

Do

How to ensure

consistency …

so your customers receive

the same level of service on

each and every visit…….

……leaving you confident that your team

can cope without you

Equip your team

•Resources

•Behaviours

•Knowledge

•Skills

•Support

•Confidence

Confidence is the aspect that’s

so often missing.

Let your team

practise in a safe

environment and

give feedback

The 3 key principles to get

your team taking responsibility

and using their initiative,

taking the pressure off you

Taking responsibility

Communicate what you want

Involvement & ownership

Empower

1. Communicate

•Daily briefings

•What’s happening

•What if

•Feedback

i

2. Involvement

•Ask

•Team effort

•Look and listen

3. Empower • Anticipate

• Champions

• Upskill

• Authority

• Continuous improvement

• Personal suggestions

• License to do what’s best

5 easy ways to

reward your team

……..and bring a smile to

their face, that won't cost

you a fortune in bonuses or

incentives

Recognition What’s important?

1. Thank you

2. Treat

3. Time

4. Competition

5. Opportunities

Summary 1. Let people know what you want

2. Give them the knowledge, skills,

resources and confidence

3. Communicate

4. Involve

5. Empower

6. Recognition

Getting the wheels in motion

• What has been the most useful part

of this presentation?

• What do you need to do start, stop

or do more of?

• What things can you

put into practice tomorrow?

For more information caroline@naturallyloyal.com

www.naturallyloyal.com