• Bill Leinweber

  • About Bill Leinweber

    Bill Leinweber's mission is to help businesses and organizations grow by combining efficient processes with great customer and employee experience.

    Bill is the Chief Experience Officer & Owner of Landmark Experience LLC, a consultancy, where he loves to help business leaders walk in their customers' shoes and devise memorable and meaningful experiences for both customers, guests, visitors, employees and business partners. After all, have you ever heard of customer loyalty and business growth without GREAT customer experience?

    Bill's 30 year career spans retail and office products distribution operations in both small, family-owned and global mega-businesses. He has managed customer service operations, sales support, customer on-boarding and business intelligence teams while also serving as an internal consultant and subject matter expert. Bill has helped his past employers improve their customer engagement processes and achieve their goals of customer experience excellence and loyalty.

    Bill loves to talk and speak about customer experience as well, so don't be afraid to ask!

    Bill Leinweber
    Landmark Experience
    513-227-9037
    www.LandmarkExperience.com

Why Not Leverage What Your Employees Enjoy?

In a recent training I conducted for a technical support team, the questions I asked of participants when we began were, “Why do you do what you do? Why did you accept this position? What do you like aboHands Raisedut your job?” The purpose of these questions in a training context is to be able to tie the training content to what is important to the participants. It answers the participant question, “What’s in it for me?”

The answers were pretty cool and included:

  • I like to help our customers
  • Solving a challenging problem for our customers is very rewarding
  • I like creating a happy outcome
  • Educating our customers is gratifying
  • I enjoy when our customers think of us as a resource and a partner

Keep in mind, I didn’t ask, “Why do your customers buy from you or why do your customers like you?” My questions were solely focused on the employee experience, the experience of these technical support specialists. Once I had their answers, I was able to explain how the training would help them to fulfill their role and help to support the “why” they like doing their jobs.

It Gets Handed Down

The quality of your customer experience is inextricably linked to the quality and enjoyment of your employee experience. Many companies just don’t get this. Now, I’m not saying that you have to spoil, pamper and baby your employees. What I am saying is that if your employees enjoy their workplace and if they enjoy serving your customers, that enjoyment will permeate the customer experience. In other words, customers will FEEL it in their experience. It’s as simple as that. And isn’t it only logical that when we enjoy a task, we complete it just a little bit better, more thoroughly and with more enthusiasm then tasks we don’t enjoy?

Conversely, when you are the customer, you can always tell when the person serving you really doesn’t care or enjoy what they’re doing. The sentiment usually comes across loud and clear!

Translated To Your Team

So why not leverage what your employees enjoy to further enhance their experience and that of your customers? When was the last time you asked your team members why they do what they do and why they like what they do? If employees do their work well AND enjoy their work, then that is the definition of a strength.

  • If employees say they like to communicate with customers – then what can you do to improve and facilitate that communication?
  • If employees say they love to solve customers’ problems because it makes them feel accomplished – then what can you do to make problem-solving easier and faster?
  • If they say they enjoy educating customers because they have a teaching mindset – then what can you do to train and educate your staff to further support their desire to educate your customers?

Some companies focus a lot of energy on “corrective action” and on trying to improve employee’s weaknesses. Instead, take the bulk of that energy and magnify what employees enjoy and do well. Your employees will be more satisfied and loyal and your customers will be too!

I help businesses improve customer service, sales support and employee experience through analysis, feedback and implementation. If you have a business problem you need help with, let’s talk.

Bill Leinweber
Bill@LandmarkExperience.com
(513) 227-9037

Photo courtesy of Kittikun Atsawintarangkul and FreeDigitalPhotos.net

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