Is it even possible to teach an employee how to care and positively effect your sales and profits?
During a recent corporate training, an executive raised the question, “Can you teach somebody to care?” Considering the impact caring or not caring has on a company's bottom line, it's a great question with fascinating answers.
How much we care on any given day at work is relative or dependent on our emotional state at that time. In other words, our levels of care fluctuate. What is not relative is the correlation between caring and Customer Experience Index scores. CSI scores will influence your company's reputation and determine customer loyalty. When customers feel disrespected or insignificant, they simply don't return... furthermore, their reviews will effect your profits and brand strength.
You can't teach employees to care. So how do you fix the problem of non-caring employees other than firing them, because on-boarding new hires costs time and money. There is a more effective solution. It consists of not only hiring the right people, but also providing great training. Teach them these 5 simple behavioral tools and they will act as if they truly care.
Leadership must provide those non-caring employees with actionable behavioral tools. Tools that when implemented, give the appearance of a person that does care.
5 TOOLS TO TEACH SOMEBODY HOW TO CARE
1. BE CURIOUS:
Have your employees ask your clients meaningful questions. These questions should be somewhat personal but not invasive. They should be open-ended questions that initiate a dialogue. Questions are the base of your needs analysis process, however, meaningful questions reveal more about your customer on a personal level. Meaningful questions give the appearance that you care. Meaningful questions also provide up-sell and cross-sell opportunities
Your customers give you constant visual cues as to what is important to them. Build a rapport with them based on those cues. Be curious as to: Who they are... What they might enjoy... What they do. Curiosity will make them feel like you care... don't be creepy!
2. BE KIND, POLITE & FRIENDLY:
Even people that don't care, know how to be kind, polite and friendly. These are traits of people who do care. They are behaviors that can be taught or faked. Remind your non-caring employees regularly to be kind, polite and friendly. Teach them caring vocabulary; "hello, I can help you, you're welcome, sorry (when needed), thank you, goodbye, visit again..." It will eventually become a habit.
A smile is so easy to share... even if you don't care. A smile is the most recognized non-verbal expression of goodness. A smile says that you are inviting a connection. It suggests you will be helpful and caring. I've seen the most indifferent people smile and look like they actually care. Danish conductor and condemn, Victor Borge said, "A smile is the shortest distance between two people." Smiles are contagious if not infectious. Share many, often.
Ask your, I couldn't care less, employees to try and imagine what it would be like in the customer's shoes. Ask your employees if they like to feel important and valued. The answer will be yes.. if it's no, they might be an asshole or a heartless sociopath. Send them on their merry, "don't give a shit," way. You're fired.
"If you have any level of empathy and you genuinely care, you'll be great at customer service."
Anthony Gucciarda, a natural health and human empowerment writer, speaker, and entrepreneur says, "Empathy is the highest form of intelligence." In an age when Emotional Intelligence (EQ) is becoming more relevant than ever (a trend), it is a gift that needs to be promoted and elevated by leadership as a requirement.
Your organization needs leaders who inspire the desire to care and who desire to deliver memorable customer experiences. If your lesser employees don't care about their customers, they might care about their personal performance. We all have a motivational trigger. Leverage it. Speak their language. Fuel their ego to get the needed results. Ultimately you can't force change, you can only inspire it! It starts with you. Solicit support from you Imperial Guard team members as the example. Turn them into coaches.
If you CARE to comment or share your best practices on how to turn non-caring employees into Customer Experience ambassadors, please do. You will provide great service to many executives, managers and leaders
Vital Germaine, President ENGAGE.
Please share or forward this article to anybody you think would benefit.
Vital is also Las Vegas' most dynamic keynotes speaker and corporate trainer. Contact us today to learn more about his team development and leadership experiences. They are designed to inspire peak performance. KEYNOTES | TRAININGS | WORKSHOPS