Why does no one ever change the oil in a rental car? Because they don’t own the rental car. They don’t feel the need to ensure it keeps on running long after they have turned it back in. Owning something requires taking stock in what you believe and continually looking to improve and enhance. This can apply to products, services, image, goodwill, and reputation.
Delivering world class service is not a series of techniques, but it is a culture and way of life within an organization. It requires each employee to take ownership of the customer experience by engaging their minds and hearts into creating memorable and positive moments.
I believe one of the reasons that Publix Supermarkets are such a successful grocery chain is that they offer all their employees to receive stock shares in the business. This means that each employee is an owner. As an owner, you think differently than if you were a renter. Publix employees act like stockholders. What does it mean to take STOCK in something? Let me share what I think it means:
Sincerity – Looking through the lens of your customer and putting yourself into his/her shoes both emotionally and physically
Touch points – Seeing the points of contact with a customer as opportunities to do more than the job task, but to build a relationship
Organization – Organizing yourself and your job tasks for more effective ways to accomplish the end result
Care – Showing passion in your job and to the people around you
Knowledge – Having a constant drive for continuous improvement
Do your employees think and act like renters or owners? What can you do to engage their hearts and minds that will compel each employee to want to take ownership of their customer’s experience with your organization?