I’m reading the book “Two Weeks to a Breakthrough” by Lisa Haneberg. An interesting book about being focused on a goal and working each day towards bringing it to life.
In the Day Two exercise she has a great analogy and it made me think of companies trying to bring customer service to life.
Think of a college basketball game. The players are on the court and the spectators in the stands. The conversations that the basketball players are having on the court are much different from those the spectators are having in the stands. On-court conversations are aimed at making a difference. They are active. When we speak on the court we are players. Example: “I have noticed that we are losing some great people. I’d like to put together a plan for improving the environment and development so we retain our great people and attract the best folks available. Will you participate in a brainstsorming session tomorrow?”
In-stands conversations are like water-cooler conversations. They are directed outward. Example: “Until this company changes its ways and stops treating people like disposable resources, it will continued to lose great folks.” If you want to make something happen, you need to get on the court.”
So, of course the question you have to ask yourself is “where am I, on the court or in the stands?”
You don’t have to be the boss to offer up suggestions. In fact those on the front line, the employees actually interacting with the customers probably have the most valuable information and if they were asked for their ideas; probably could come up with some great suggestions.
As managers, we have to make it okay for our employees to come to us with suggestions. Nuture that “player” mentality. Players can come up with great suggestions for making it easier to do business with, for using social media to connect with customers and for making the customer experience even better.
Here are a few links that will help you get started tapping your “players on the court” for the best suggestions: