Monday, March 02, 2009

Monkey See Monkey Do

Monkey see monkey do

Remember that old expression? Some folks might not like the analogy but it expresses this lesson in management well.

If you want your staff to focus on a particular behaviour – you need to focus on it yourself.

Follow these three steps to getting the behaviour that you want from your staff.

1. Let them see you doing what you want them to do.

2. Make the desired behaviour a regular agenda item.

3. Encourage and celebrate the desired behaviour in your staff.

People, like animals, will tend to behave in a manner that rewards them.

Imagine that you want to take a customer centric focus in your business. That is a smart strategy to follow in these challenging times.

As manager or business owner, what could you do?

Here are some ideas for you.

Treat customers as king and queen and mean it. No snide remarks behind their backs about your customers.

Start every staff meeting with a customer story. Invite staff to bring and tell their best customer story at each meeting. Make it a contest among your staff.

Collect more customer testimonials and display them for all to see.

Tour customers through your facility more often.

Name your customer of the month, week or day.

Give awards to your staff for customer service. Ask your customers to vote.

Allow and encourage your staff to make direct contact with your customers. Don’t be the buffer between them.

Consult with your staff for more information about your customers. Don’t be the source of information. Be the one asking questions.

Brag about your staff and their customer success stories.

Go ahead and peal that banana and remember - the rest of the monkeys are watching you.

George Torok

Host of Radio Show, Business in Motion

Motivational Business Speaker


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