Have you ever wondered what separates the good employees from the great employees? It will often point to PERCEPTION. You may have a team of great employees but some may not be perceived great if they don’t understand the value of pushing information. We have all experienced working with an employee that didn’t understand the importance of sharing key updates before we asked for them which created a concern – even when things may have been going well. When we have to pull information, there is a sense of negative perception, as well as a sense that the employee is being micro managed, even when that’s not the case.
Creating a great customer experience is about anticipating or pushing information to others before they have to ask for it. This creates positive perception and drives a better experience for both internal and external employees.
For example, when an airline texts the customer flight information or a gate change before the customer has to call to confirm information for their flight creates the perception of a great company and drives a better experience for the customer.
In relocation, the move coordinator and driver will call or text the customer to notify arrival times during the moving process and confirm alignment with employees expectations. However, if the customer has to call the company to ask when the moving truck will arrive, it often creates a less than great experience. Everything could have been going well, but the perception is driving the experience!
Here are a few ways for you to elevate the perception and move from good to great in any role:
- Sending the weekly, or monthly report before your boss or customer asks for it.
- Sharing an idea for improvement with leadership when you see a gap in the process.
- Sharing information you learned at a recent conference to help others in your network.
- Responding to an email even if you don’t have the information to acknowledge received.
- Routinely updating new sales activity with the sales manager before he asks.
When we are able to anticipate questions, or customer concerns and push information they may need, we are “perceived” to be on top of our game. Employees can also be looked at negatively when we are always asking or pulling information from them during the process and often creates a concern only due to lack of awareness during the process.
When you want to move from good to great, anticipate the questions or situation before others reach out to you and watch the perception of your role elevate to another level!
Call to action: Reach out to your business partner or a co-worker to discuss strategies to help you move the perception of your role, your team, or your program from good to great… or SHARE this post with others to help them anticipate and elevate for success!
This has been “A Relocation Minute” on “pushing versus pulling” with Bruce Waller, for more information on relocation resources call 972-389-5673, or email firstname.lastname@example.org.