An awesome experience comes from clarity of what great looks like. Be declarative and descriptive about service standards. Tell Frontline teams what is mandatory, unique and most-loved by your customers.
People learn through repetition but are attracted to novelty. Frontline teams face new customers constantly but need to deliver to your singular service standards. Focus on a single company priority put into context of their day, every day.
Frontline teams work for their customers. So ask for customer feedback after every interaction and get it directly into the Frontline’s hands as it happens. Seeing a smile AND a score right after an awesome experience drives employee engagement.
When a frontline team member is recognized by a customer, outperforms teammates or takes action toward specific improvement—reward and recognize that publically. Catch your people doing things right and go big with the confetti.
Small changes, made daily, add up. Show your Frontline which specific actions add up to your service standard of awesome experience. Support an individual’s most important improvement with simple, easy to follow directions so they know you’re on their team.
The Frontline sees and hears things the back office never could. Give Frontline people a clear way to share ideas for service solutions and encourage them to trust their instincts and take action to resolve customer problems without a pound of process blocking their way.