How well do you know the people you lead?

I heard a story recently of exceptional customer service. This company, a fairly large accounting firm, decided they would get to know everything they could about their customers. A typical experience of a customer coming through their door would include the receptionist coming out from behind the desk and personally greeting them. Their name proudly displayed in the lobby welcoming them. And their favorite beverage presented to them. Such an experience would leave a lasting impact on any customer!

 

What if you were to create similar experiences for those you lead? Ask how Mark’s son Scott did in his football game over the weekend against the Warriors? Bring Mary from time to time her favorite beverage? Ask how Jim’s new piano lessons are coming along? Provide Jennifer a gift certificate to her favorite restaurant on her anniversary?

 

Such simple personalized acknowledgements go a long way in creating loyalty and increased morale among those you lead, because they know you care.

 

What are some of the things you have done to let those you lead know you care?

 

Mike

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Comments

[Erik Korstad]

In the past, I have connected with my team by simply asking what rewards motivate them and then remembering their favorites such as: extra time off, public recognition, a pat on the back or "good job", restaurant gift cards, time at a spa, etc. When you as a leader remember little nuances about the team, productivity and morale go through the roof.

[Marcia Feola]

great article and very true. People remember how you made them feel. This is a good example of customer service that sent a positive message, making the customer feel good. Good lesson for us all. thanks for sharing. Marcia Feola

[Mike Rogers]

Thank you Erik and Marcia.

It is so true. It isn't always easy to do, but I really believe that if leaders will take the time, it will make a huge difference.

I am glad to hear that it has made a big difference for you Erik.

[Paresh Rathod]

Yes. It is a 100% correct. As leader if you know skills, requirements and feelings of team thouroughly then you can be very good leader.