Companies often talk about wowing their customers, constantly looking for ways to exceed their expectations in the hope of becoming more memorable for them. But how often do they apply that same principle to their own people, the ones expected to deliver those wow experiences to customers?
If you are looking to create a service culture within your company then start with a strategy that also provides your people with a great service experience. At Jetts Fitness ‘Wowing the Member’ is one of our core values and all of our member service strategies start with applying the same to our people.
We believe that you ‘can’t give what you don’t have’, what that means is that our team must know what it feels like to be wowed before they can create that experience for our customers. It is the leadership’s role to look for ways to demonstrate to our teams what a ‘Wow’ is by constantly looking for ways to surprise and delight them.
Here are a few examples of the things we do to wow our teams…
1 – Hold a Burrito Friday! When the teams are under the pump and everyone is getting tired we throw a Burrito Friday – This is announced as a surprise when they come into the office on a Friday morning by our Reception team writing a message on our entrance wall. When the team see the message they usually share their excitement because they all love Burritos! The team write their order on the wall and our Reception team take care of the rest – Simple!
2 – Bring your dog day It has been scientifically proven that having your pet at work reduces stress levels (Dogs reduce work related stress). At Jetts we let our team bring in their dogs anytime they like but every now and then we have a ‘bring your dog day’ where we invite all of our team to bring in their K9 companions. It gets a little crazy but it always turn out to be a fun day and the team leave at the end of the day with high spirits.
3 – Hold a bake off Every now and again we run competitions for who can make the best cocktail, protein ball, raw bar etc. We supply all the ingredients and then the teams can bring in their own secret recipe ingredients. We split the office into teams and they work together to try and win the best in class. This also encourages teams who don’t usually work together in their day to day to get to know each other better.
4 – Promoter Call competition All of our team are given the details of a member who gave us a Promoter score in our Net Promoter System Survey http://www.netpromotersystem.com/. They then call the member to thank them for their feedback and to ask them if there is anything else they would like to share. The call details are then shared with the members Club Manager. The team member who calls the most Promoters wins a bottle of wine! Often for office based teams the customer can feel far away, by having them call happy customers they get the benefit of connecting what they do with the end result of the difference it makes to the customer. This is very motivating for our office teams and they love making these calls. Our club teams also love to know our office teams are interacting with our customers.
5 – Get them moving! We are fortunate enough to have a gym in our office but any team could go for a walk together or hold a game of cricket in the park. A team who plays together stays together (Exercising at work improves productivity). When everyone is under the pump it is so easy to not think about what the team needs physically, but even just a few minutes of movement can get the blood flowing and change someone’s mood to being more positive. There are so many ideas for this, from holding a 3 minute workout or even having a hula-hoop competition. You could even hold a quick game of over the legs or musical chairs. Anything which injects some fun and gets them off their bum:)
It is great to have a structure to your company benefits and exceed your teams’ expectations with additions like concierge services and birthdays off, but you also need some spontaneity in your people strategy.
It’s often these unexpected wow moments our teams talk about the most, they tell their friends and family what happened at work today and this builds our reputation for being a great place to work, which in turn attracts more talent.
None of these ideas cost a lot of money or take much organising so why not try one out with your team and start to reap the benefits of increased productivity, increased customer service, better wellbeing and happier people. Remember is takes one to create one because Happy People = Happy Customers!
Let me know you if you give any of these a go or have any other ideas of ways to wow your team!