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Drop the Cute Puppy and Let Your Stars Shine

Every business has its underachievers. But today’s post is not about them. It’s about those precious, and few, overachievers. You know, that one or maybe two, star employees who always seem to find a way to prove their value and serve your customers better than anyone could have expected.

A Star Employee Stands Out

The customers know them and want to be served by them. They’re remembered for their smiles, their empathetic conversations, and their attention to detail, just as much as for the service they provide. Oh, if only you could have a few more like them… But you can. Well, at least you can give the impression that your entire team is full of stars. Here’s what I mean.

Show off your stars by featuring them in your advertising and marketing material. Here’s an example: Do you care to see the owner of the car dealership in his television ads? No, not really. But what if the ads featured a salesperson or two or the mechanic who’d be working on your car? You can add the “finance guy” and receptionist too. Let your team shine like the stars they are.

They’d talk directly to you, the potential customer, and invite you to the showroom. They’d tell you to ask for them when you arrived and say how they look forward to serving you and finding you the “perfect” car.

Show Off Your Team of Stars

When you show off your team, your customer gets a better feel for what the shopping experience will be like and helps make it more personal. I bet you’d be more prone to visit this dealership than the one with the owner holding balloons, wearing a loud suit jacket, or the one who puts a few cute puppies in the commercial. Don’t you agree with me?

Well, I know. I know…puppies ARE cute.

Let your star employees shine. Put their photos on the wall, let them greet the customers first, and let them be the ones who make the after-sale follow-up calls.

Remember, the stars of any business are the front-line employees who make things happen. They’re not the senior managers or owners sitting in their offices. Even if they THINK they are!

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Steve DiGioia
Steve DiGioiahttp://stevedigioia.com/blog/
With 20+ years in the hospitality industry and a lifetime of customer service experience, Steve DiGioia shares real-world tips and tactics to improve your customer service, increase employee morale, and provide the experience your customers desire. As a certified trainer, author & speaker, Steve has been recognized as a 4-time “World’s Top 30 Customer Service Professional” by Global Gurus.org and a “Top Customer Service Influencer” by multiple industry-leading sources. He is also a featured contributor to the leading hospitality and customer service websites. With a tagline of “Finding Ways to WOW Your Customer”, Steve continues his pursuit of excellence on his award-winning blog sharing his best strategies on customer service, management, and leadership. Follow Steve on Twitter @Steve DiGioia.

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CONVERSATIONS

  1. Love this one, Steve! Far too often, the front-end folks — the ones who actually deal with the customers — are seen as nothing special, but it’s often due to their actions (good or bad) that determine our decision to stay with a company.

    Why more companies don’t share their stars — and give them the wonderful feeling of being seen as someone who’s making a difference — I’ll never understand.

    One of my favorite quotes: A rising tide lifts all boats.

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