Learning What Frustrates Your Customers from Unexpected Sources/ Making Your Entry-Level Positions More Attractive / How to Woo Job Candidates / Non-competes Banned / Is Starbucks in Serious Trouble?

How to Woo Job Candidates

Recently, I interviewed author Scott Greenberg on the Customer Service Revolution podcast episode 147. Scott shared a great example of how to woo potential job candidates during an interview process. One business owner reserves a parking spot right up front that says, “Welcome, Sherri.” Then, when the candidate walks inside, there’s a big digital readout that again says, “Welcome, Sherri.” Then, when they are brought inside, the first thing they offer you is a hot beverage, coffee or tea. So he’s wooing these people. They are probably interviewing other places, but only one company is reserving a parking space, having these welcome signs, and offering them a drink. This company is sending a message from the very beginning, ‘We are a different place to work; we see you, and we care about you.’

podcast woo candidates

Think of the Job you are offering as a Paid Internship

Many businesses are employees’ first job, a stepping-stone, a transitional job until they finish school. Greenberg talks about how the younger generations value personal growth and how companies can stand out by offering this benefit to them. He shares an example of a franchise owner who hires many college students. To attract and retain more employees, this owner thinks of the job she is offering as a paid internship. Besides the training her employees receive for the actual job they will be performing, she offers additional, optional education like a book club. She’ll provide the book, and they can all read it and talk about it together. So, they’re not just doing the work. They’re learning about work. They’re learning about business to apply it to their future career.

Get Your Masters in Customer ExperienceCX methodology

The Customer Experience Executive Academy course is a part-time, yearlong course where you will learn The DiJulius Group’s X Commandment methodology that has been used by companies like Starbucks, Keybank, Nestle, PwC, Celebrity Cruise lines, and many more. Students learn to create a customized strategic plan for their organization to build a culture that delivers world-class experiences consistently while being able to train and educate their colleagues. Our next class starts July 16-18.

*Related – What the CXEA did for my organization

 

Learning What Frustrates Your Customers from Unexpected Sources

Several years ago, we consulted with a 5-diamond resort, and the General Manager invited me to sit in on a focus group. I was excited to hear their guests’ (customers) feedback about their experiences at the property. To my surprise, the focus group was not with guests but with the shuttle bus drivers employed by the resort. The shuttle bus drivers had so much incredible information to share about what the guests enjoyed and, more importantly, didn’t enjoy during their stay at the resort. Most of this information was new to the leaders of the resort; they hadn’t heard it before from guests or their employees. Why? Because the shuttle bus drivers were invisible to the guests.

Often, when customers are near employees, for example, ordering a meal or checking out, they don’t discuss the things that frustrate them until the server or receptionist is out of earshot. However, when guests ride a shuttle, they somehow forget the shuttle bus driver is an employee or is even there. In addition, when the experience just occurred, it increases the chances customers want to share with one another. So, the shuttle bus drivers get critical intel on what may be frustrating the guests and what delighted them. The shuttle bus drivers loved being part of these focus groups, especially when they saw how action was taken on the feedback they were giving. And the guests benefitted from an improved experience.

Another incredible resource is your contact center. When communicating with a customer service rep (CSR) over the phone, it is the place where customers share the most. As leaders, we need more than just encouraging our CSRs to share feedback when they hear it; we need to set up 30-minute, intimate focus groups regularly (i.e., monthly) to allow them to share what they hear. For example, our CSRs will know what part of the buying process frustrates them the most. Employees want to share and feel heard. They want to feel like an important part of the organization, even if they are “front-line.” They are customer-facing, which means what they hear is gold. What they tell you can be worth hundreds of thousands of dollars to the organization. All you need to do is ask them.

Noncompete Agreements Outlawed

On April 23, the Federal Trade Commission banned noncompete agreements nationwide. This move by the FTC is predicted to generate over 8,500 new businesses each year, raise worker wages, lower healthcare costs, and boost innovation. “Noncompete clauses keep wages low, suppress new ideas, and rob the American economy of dynamism, including from the more than 8,500 new startups that would be created a year once noncompetes are banned,” said FTC Chair Lina M. Khan. “The FTC’s final rule to ban noncompetes will ensure Americans have the freedom to pursue a new job, start a new business, or bring a new idea to market.”

As Starbucks Stock Plumets, Former CEO Can’t Help Himself from sharing his advice

Starbucks announced earnings last week, and unfortunately, significantly missed shareholder expectations. This news once again provoked Howard Schultz, former CEO, to share his unsolicited advice on what the coffee chain needs to do to fix things. I love what Schultz suggest, every leader needs to be focused on these areas;

“The stores require a maniacal focus on the customer experience, through the eyes of a merchant. The answer does not lie in data, but in the stores.”

“Senior leaders—including board members—need to spend more time with those who wear the green apron…Through it all, focus on being experiential, not transactional.”

“At Starbucks, culture is the currency of the company…” 

 

employee engagement book

Video of the Week: Why your employees do not relate to their customers

Episode 155 of The Customer Service Revolution Podcast: Presentation Skills to Get Ahead in the Corporate World

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Thursday, May 16:      Creating a Recruitment Experience

Thursday, May 30:      Creating an Onboarding Experience

Thursday, June 13:      Creating an Employee Experience that Retains Employees

Thursday, June 27:      Tearing Down Silos by Building Collaboration Across Departments

Thursday, July 11:       Building & Developing Great Leaders

Thursday, July 25:      Leaving a Leadership Legacy

About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.