Musings from My day
Today started with a staff meeting. Somewhat of an a-typical staff meeting. Dennis asked each of us to share from our week’s activities or a pointed assignment handed out at the last meeting 1 week ago. I listened to each of my co-worker’s participation and personally put what I hoped was received as enthusiasm into my part of the meeting.
Some of the key thoughts expressed this morning:
- Ask questions? Then listen to the answer
- Be yourself (reminded me of my mother’s daily challenge to each of us kids, “Bloom where you are planted!”
- Be excited about your job, learn more about your job and always be ready to share that experience.
When the meeting was over I proceeded to embark on my schedule for the day which included a training Webinar, started out well but with-in minutes a technical glitch, and my mind started to go off in many different directions. Fortunately the participant in the training responded quickly and we re-established the link and proceeded with a very good training. At the conclusion I was hopeful the client on the other end received a positive experience even with the technical hic up.
After the training I got on the phone to finish calling many of our customers we supply with “drug screening kits” for their own pre-employment drug screens and other policy identified reasons. When I got to the office a little after 1:00 I was greeted with a delightful email:
Attached is my completed test! Thanks again. It was very informative and helpful!
As I attacked the rest of my day that encouragement echoed in my mind. I asked myself a couple times during my afternoon activities about the level of our customer’s engagement? I often say I want to be a value added resource to our customers. AM I? How can I assess the level of service we are providing to our clients and what is our customer’s “emotional attachment” to those services we provide?
I remembered many years back a research study was conducted by the Gallup Group (I believe I am giving them the appropriate credit) where they developed eight statements that turned out to be the “best indicators” of that emotional connection there might be between the customer and company.
Fill in your company’s name in the blank and read each statement:
- _______________ is a name I can always trust.
- ________________ always delivers on what it promises.
- ________________ always treats me fairly.
- If a problem comes up, I can always count on ________________ to reach a fair and satisfactory resolution.
- I feel proud to be a ________________ customer.
- _______________ always treats me with respect.
- _______________ is the perfect company for people like me and my company.
- I can’t imagine a world with out ________________ .
How many of my/our customers would strongly agree to all eight statements?
Some very serious and deep thoughts to end the day. Hope you find a little personal perspective from my musings.
Looking forward to a great Friday. Hope your weekend outlook is looking up and you enjoy a peaceful respite as we celebrate Labor Day.
Happy Birthday to my daughter Jayme on Sept. 2, She was born on a Labor Day some 34 years ago.