Think about how many people you interact with daily at work— co-workers, vendors, prospects, customers, and many more I’m sure. What type of experience do your daily contacts encounter? How does what you do affect their role with you, and with your company overall?
This is an exercise you can apply throughout your whole organization, from your receptionist to the executives. Asking each person to think of one thing they can change, to improve the experience they are giving, can greatly improve the overall experience your organization provides.
Step 1: Ask yourself “What do I do at (my organization)?”
“As the (position) at (my organization) I perform the following activities:” List what you are the go to person for, who do you serve?
Step 2: “How does what I do affect my contacts?”
All our communications affect our business. List how your actions impact each of your contacts or clients.
- What is your perspective?
- What would their perspective be?
- How does it change things?
Step 3: “What isn’t right, or what is broken?”
What do I need to do to reorganize and improve things?
Step 4: Look at your comments
Does this help you look at your role in a different manner? Each of your actions and communications give people “an experience” If we define everything by individual experiences, can we make each experience a positive one?
Then have a team discussion, and pose these questions:
- How can we use this within our team?
- How can this improve our daily communications?
- What suggestions/concerns do you have?
By challenging each employee, throughout every department in your organization, you will find many areas for improvement, and can begin to focus on areas where that are lagging unknowingly. By improving the internal and external customer “experience,” you will generate positive and remarkable results.
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