Your team is competing for the hearts, minds and budgets of local families. You’ve done well so far. If you qualify for Diamond Certified, your award will be proof. Most companies can’t qualify, and even some that do can’t maintain the standard of Highest in Quality and Helpful Expertise®. In these stressful times of COVID-19 and wildfires, people want reassurance. They genuinely want helpful expertise—help that’s customized to their situation and personality. Once the job begins, they want an empathetic relationship and a quality outcome.
Recharge Your Team
Start at the front line—those who are dealing directly with customers. Conduct a meeting with a single agenda item: How are we providing Helpful Expertise? Get the discussion going. Each member must contribute. What are the techniques? Retell customer success stories that demonstrate how your team provided customized help for a specific type of customer and job. Hand out your Diamond Certified brochures (if you qualify) that show your top rated score for Helpful Expertise. Recharge your team by refocusing each customer-facing member on their role in delivering the highest level of Helpful Expertise.
Next, meet with those who do the work that’s ultimately judged by customers. How clear are your quality standards? What principles should your team be following to do it right with high quality the first time? How is your work checked and what happens if low-quality work is discovered? Ask these questions and listen. Clarify and improve written and video instructions. Hand out your Diamond Certified brochures (if you qualify) that show your top rated score for Customer Satisfaction and Customer Loyalty based on Quality. Recharge your team by refocusing each customer-facing member on their role in delivering the highest level of Quality.
If you qualify for Diamond Certified, use your top rated advantage every day to focus your team to do their best by providing Helpful Expertise and performing Quality work.