A Rare Gem: Waveability

I came up with this idea while running and introduced at last year’s #secretservicesummit. As an avid runner, one of my favorite things to do whenever I get to a new city is to explore it on a run. When I do this, I always take note of how the local runners greet one another. Many times, runners passing one another acknowledge each other with a wave – which is really more than just a wave. It is a vote of confidence; it is a reassurance that you are doing a great job. It is saying, “You look great – keep it up!” In some markets, this wave happens with every runner you pass. In other markets, typically larger ones, waves may be few and far between. I often wonder why? Too many people, equating too many waves perhaps?

Let’s circle back to your office – what is your waveability score?  And what do we mean by that? Do employees in your office say hello to one another in the hallways consistently?  Do employees greet visitors warmly when they see them?  You may be surprised by the answer, and what actually happens is typically dictated by company culture.  And, here is the thing:  If employees are not enthusiastically greeting one another, they are not going to be doing it to customers either – no matter how great their Service Aptitude.  If this is something that is not reinforced regularly, you will lose it over time.

Notice the waveabilty in your office.  Start by just observing.  Do you have a culture of people who “Beet the Greet” people looking to be the first one to say ‘hi’?  If it is not happening, why?  In my travels, I often hear reasons like, “I am too busy to say hello, it will just lead to a conversation” or, “I’m not going to bother to greet the new guy.  If he is still here in six months, I’ll say hello then.”

We always say, “Service Aptitude starts at the top” (Commandment X). What are the actions of you and fellow leaders as you are walking the hallways?  Do you make the time to say hello to as many people as possible?  Or, are you constantly in a hurry to your next meeting and passing people left and right?  If you want this culture throughout your organization, you need to be doing this yourself – it is that simple.  As a leader of an organization or a department, the culture will reflect you!  Maybe “Waveability” should be on your list of things to do for 2016?
About The Author

Dave Murray

Dave is the Senior Customer Experience Consultant for The DiJulius Group and has helped dozens of companies create incredible systems that allow them to consistently deliver superior customer service. Dave’s experience has varied from leading call centers and front-line team members, to working closely with key partners and stakeholders.