|You Don’t Have To Go Undercover To Be An Undercover Boss|
I love the reality show, Undercover Boss. Recently, the show was partially filmed in my hometown of Cleveland and it got me thinking. (For those of you not familiar with the show, get with it and watch it!) The show normally disguises a CEO from a company, in this case, it was Sam Dushey, CEO of Shoppers World, and it had him work on the front-line as an entry-level trainee. “Undercover Boss is the best way to hear first-hand from your employees and get an unfiltered glimpse of what happens on the floor and other areas we don’t generally see.” Do we really need a reality show to get the same results? Hopefully not. Here are three takeaways – and three actions to use — as an Undercover Boss.
|1. Don’t assume your employees are happy. Ask them.|
Just as you need to understand your customers and give them the ability to tell you when you are not delivering outstanding service, one needs to ask employees if they are happy working for you and the reasons behind their answer. I worked for a company that had huge turnover (no one was happy) and the internal culture was poor. The CEO did an anonymous survey to figure out the issues. People did not hold back and lambasted the company. The CEO called an emergency meeting and addressed a series of issues with a promise for monthly meetings and a plan to get everything back on course. The meetings never happened and nothing changed! You don’t have to go undercover to learn this either. Use anonymous surveys and then follow-through. Rally your company around an opportunity to change. Make your company a place where employees want to be.
2. Give your employees a voice.
3. Walk in their shoes.
Three simple actions you can do right now as an Undercover Boss:
|And the award goes to….|
We are in the middle of awards season, in between the Grammy’s and Oscar’s. The 2016 Axiom Business Book Awards was announced recently and The Customer Service Revolution was recognized as one of the year’s best business books. Get your copy here.
|The DiJulius Group welcomes Dr. Gary Grosel|
Due to our rapid growth in Customer Experience Consulting, The DiJulius Group (TDG) has added another Customer Experience Consultant. Meet Gary Grosel, MD. Gary joins TDG after 20 years in medicine as an OB/GYN physician. Gary also founded a recertification company in 2004, which is still going strong today and he remains co-owner. As a physician, Gary always had an obsession with the patient experience, but due to the bureaucracy of medical organizations, was never able to fully realize this vision until joining our team. Besides being a Customer Experience Consultant, Gary is also the Dean of the Customer eXperience Executive Academy, where he has received the nickname ‘Doctor Doom’ due to his rigorous curriculum and tests. “I have renewed energy waking up everyday, knowing I can go out to businesses and help them obsess about the Customer Experience. I used to be reprimanded in the medical field for making other doctors “look bad” because I cared for patients in ways that made a patient feel more than just a number or a diagnosis. The DiJulius Group gives me the opportunity to go into good companies and make them GREAT! Now I am rewarded for doing what I always thought was the only way to treat patients, customers, clients and employees alike. On top of that, as dean of CXEA, I can teach others to be able to train their staff while holding executive positions concentrating on the Customer Experience.”
*This article was written by Gary Grosel MD, Customer Experience Consultant for The DiJulius Group.