Help your staff shine

Managers scratch their heads when observing their staff, wondering, “What makes some employees exemplars of customer service, and some far below par?” While motivated — and de-motivated — employees often act on their own, it’s their manager who either encourages great service — or doesn’t. If the manager rewards those who go out of their way to serve customers, others will see that’s the level of service expected. And if a manager either lets someone slide or doesn’t pay attention, others will see how little they can do.

Whether your customers are internal or external, there is always room for improvement. Even the most luxurious hotel in the world, the Burj al Arab in Dubai, requires their staff to go through rigorous training each year. Their behaviors are monitored by their managers and each is coached on how they can become even better.

What are you doing to ensure all of your staff is improving? Are you having discussions — not lectures — about customer service at each staff meeting? If not, try it.

How frequently do you listen in on customer conversations, either in person or silent phone monitoring? People want to do their best and if they have the opportunity to get some well-delivered, just-in-time coaching or kudos, they’ll do much better.

Key here is “well delivered.” No one likes to be lambasted for not doing a job the way their boss would like. If you aren’t well-versed in how to deliver feedback that won’t cause defensiveness, there are plenty of classes and books on the subject. Or ask for feedback from someone you admire and take notes on how they deliver it. Ask for their coaching on how you can best coach your staff.

Visit to read articles and order our books on how to increase your and your staff’s effectiveness.


Use Remarkable Customer Service…And Disservice to help you lead discussions on customer service at each staff meeting. Each short chapter is followed by questions to help you adapt the concepts to your organization. Order yours by clicking on the link in the lefthand column.