I don’t exaggerate when I say that we get 3-4 emails every day from our customers extolling the virtues of our support staff. 3-4 may not sound like a lot, but think about it. These are small business owners we service who wear all the hats for their company, do all the work, work 16 hours a day, yet will make the time to sit down and compose an email telling us what a great experience they had with our Support team. One person recently commented that we our support had surpassed Apple in their eyes (sorry Steve…).
People often ask what is the secret to our success and sometimes it’s hard for me to explain. We just treat our employees really, really well, empower them to do the right thing, reward them for the quality score the customer gave on the call not how fast they completed it, and basically treat them like adults.
But even the mighty occasionally fall.
The sign below is posted in one of our kitchens, put there after a recent “coke can explosion”. Apparently someone was not happy with their beverage temperature, took it upon themselves to turn down the cooler, and ended up freezing multiple pop cans. As a result, this sign was posted.
It’s actually generated a lot of laughs around the department. You can’t expect anyone to take this seriously. I mean come on, do you really think people get fired for touching the control knobs on a refrigerator? Can you imagine documenting that on a resume as the reason you left your last job?
Empowering employees to deliver an “awe-inspiring” customer experience meads defining guardrails for them to operate within, handing over the keys, then getting out of the way. Maybe the sign should have read “If the drinks are not cool, make sure the knob is set between X and Y” instead. If your employees are engaged with your company and feel good about their roles, they’ll engage with your customers and create that emotional bond that really “WOWs” them!
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