Smile, a business objective consequence?
Last Tuesday I met one of my clients, we were discussing the difference between business goals and learning objectives or desired behaviors.
Joseph, is his firstname, he had a big question, ”but Jose Maria, how do I get my employees to smile when serving a customer?”
“Good question,” I replied, ”as usual we all have problems in mind, sometimes we do not want to smile. To smile for business reasons, you must dissociate the smile from the stimulus that normally causes it, and link it to the situation where you speak with a customer. In addition ther must be a good measurable business goal to achieve. “
Thus, from a methodological point of view we may conclude with:
- Business objective: increase customer satisfaction
- Learning objective / desired behavior: associate’s smile to the stimulus ”customer in front of me”
- Measure: conduct a random survey of customers and use the mystery shopper.
We all have passed by airline attendants. I still have not found any that did not greet me in a polite and friendly manner, when entering or exiting the aircraft. As experts say, a suit does not sell, but it helps to sell.
The smile is one ingredient to increase goals such as customer satisfaction and brand image.
Obviously, using educational techniques to implement this policy of business can be an effective solution.
As always we measure what we want to improve, otherwise we will never know which way we evolve.
