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Actual for You - One Shared Voice to the Customer
The ancient and Europe well remembered when tracing the origins of candles. Essentially a source of light then, tallow, beeswax, and vegetable wax were molded into cylindrical shapes with twisted wicks in between. Radiance well remembered in time as the melt and glow continues today.Evolving further, organic sources came be replaced by wax made by chemicals as
• Schedule time for frequent rotation and attachment of staff between various departments.
• Send cross-functional groups on ‘mystery shopping’ tours to competitive organizations.
• Get every department involved in focus group meetings to study customer compliments and complaints.
• Create a recognition program to praise cross-functional communication and improvement
When people find themselves complaining in an office about the boring every day work, the stress, the traffic, the vain conversations, the noise, the faxes and the annoying reminder of Memos, notices, emails, etc... a few people wonder what If I could do something different with my life?At simple sight, becoming a Diving Instructor is a dream come through. Ama
She still had unanswered questions and e-mailed them once again.
The same person responded, suggesting that Nancy read the material they had sent. But Nancy had not received any materials, so there was nothing to read or study.
Once again, Nancy e-mailed her questions to Seattle. This time she got an abrupt reply: ‘If you would read the material, you wouldn’t have to keep bothering me.’
Nancy shot back, ‘I never received the material. And whatever happened to customer service?’
The response from Seattle? ‘I’m not in Customer Service. I’m in Sales.’
This episode illustrates one of the great challenges in business: how to get everyone thinking, speaking and acting as a coherent organization, presenting ‘one shared voice’ to the customer.
The challenge is inherent in the nature of specialized companies today. Precise engineers are hired for different tasks and purposes than the extroverts whooping it up in Sales. Detailed accountants are trained much differently than the expansive minds in Marketing and Communications. People in Production are measured differently from the team in After-Sales Service.
So what can you do to build an organizational culture where people understand one another and everyone works together? How can you build your team so the folks in Sales realize they are also in Customer Service?
Here’s one set of proven and effective ideas. Try them!
• Use cross-functional teams to tackle persistent issues and organizational problems.
• Involve people throughout the company in joint training programs.
• Schedule time for frequent rotation and attachment of staff between various departments.
• Send cross-functional groups on ‘mystery shopping’ tours to competitive organizations.
• Get every department involved in focus group meetings to study customer compliments and complaints.
• Create a recognition program to praise cross-functional communication and improvements
There are three ways to record reimbursable expenses in QuickBooks, but only one of them is correct. In order to determine a margin and to prevent other problems, QuickBooks users need to follow the correct method. Here are the three methods, and their associated problems.Method 1 - The Expense Tab/Expense Account Method: When recording an expens
Nancy shot back, ‘I never received the material. And whatever happened to customer service?’
The response from Seattle? ‘I’m not in Customer Service. I’m in Sales.’
This episode illustrates one of the great challenges in business: how to get everyone thinking, speaking and acting as a coherent organization, presenting ‘one shared voice’ to the customer.
The challenge is inherent in the nature of specialized companies today. Precise engineers are hired for different tasks and purposes than the extroverts whooping it up in Sales. Detailed accountants are trained much differently than the expansive minds in Marketing and Communications. People in Production are measured differently from the team in After-Sales Service.
So what can you do to build an organizational culture where people understand one another and everyone works together? How can you build your team so the folks in Sales realize they are also in Customer Service?
Here’s one set of proven and effective ideas. Try them!
• Use cross-functional teams to tackle persistent issues and organizational problems.
• Involve people throughout the company in joint training programs.
• Schedule time for frequent rotation and attachment of staff between various departments.
• Send cross-functional groups on ‘mystery shopping’ tours to competitive organizations.
• Get every department involved in focus group meetings to study customer compliments and complaints.
• Create a recognition program to praise cross-functional communication and improvement
Water is big business? No, it is a huge business. The business of water and droughts is alive and well. Currently we see pipeline for water being build, retention basins, damns, Desalination Plants and water rights being bought up by billionaires. In my professional life, I was involved with the car washing industry and we always kept up on droughts, water restriction
The challenge is inherent in the nature of specialized companies today. Precise engineers are hired for different tasks and purposes than the extroverts whooping it up in Sales. Detailed accountants are trained much differently than the expansive minds in Marketing and Communications. People in Production are measured differently from the team in After-Sales Service.
So what can you do to build an organizational culture where people understand one another and everyone works together? How can you build your team so the folks in Sales realize they are also in Customer Service?
Here’s one set of proven and effective ideas. Try them!
• Use cross-functional teams to tackle persistent issues and organizational problems.
• Involve people throughout the company in joint training programs.
• Schedule time for frequent rotation and attachment of staff between various departments.
• Send cross-functional groups on ‘mystery shopping’ tours to competitive organizations.
• Get every department involved in focus group meetings to study customer compliments and complaints.
• Create a recognition program to praise cross-functional communication and improvement
A recent piece at Buddytv.com asked ‘Has 24 become too preachy?’, perhaps a better question is “Is 24 enough?” Ever since 24 debuted it has been decried for its handling of ethnic stereotypes, particularly those of the middle eastern descent. Is 24 just getting it wrong? Is the public too critical of 24? Or is 24 actually hitting it on the head?Unfortunatel
So what can you do to build an organizational culture where people understand one another and everyone works together? How can you build your team so the folks in Sales realize they are also in Customer Service?
Here’s one set of proven and effective ideas. Try them!
• Use cross-functional teams to tackle persistent issues and organizational problems.
• Involve people throughout the company in joint training programs.
• Schedule time for frequent rotation and attachment of staff between various departments.
• Send cross-functional groups on ‘mystery shopping’ tours to competitive organizations.
• Get every department involved in focus group meetings to study customer compliments and complaints.
• Create a recognition program to praise cross-functional communication and improvement
Planning a meeting, corporate event or conference can be a trying task - particularly if you expect the event to be a large one. But before you despair over thoughts of potential meeting mishaps, remember that there is help at hand.There are a number of comprehensive resources to which you can turn when planning a meeting or event - from extensive checklists to
• Schedule time for frequent rotation and attachment of staff between various departments.
• Send cross-functional groups on ‘mystery shopping’ tours to competitive organizations.
• Get every department involved in focus group meetings to study customer compliments and complaints.
• Create a recognition program to praise cross-functional communication and improvements.
• Implement a reward scheme for everyone based upon overall company performance.
• Communicate customer issues to every person in every department through meetings, newsletters, e-mail, intranet and bulletin boards.
Key Learning Point
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In the hustle of day-to-day business, many people focus largely on the job at hand. This narrow view may help them ‘get their job done’, but may also blind them to shared customer and company concerns.
Action Steps
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Implement activities that encourage cross-functional sharing, caring and interdependence. Insist upon ‘one shared voice’ that understands and serves your customers
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