Last issue we talked about ‘customer experience’.
Being the leader of the village community, you cannot deliver or achieve consistent, quality customer experiences alone, without the commitment and engagement of your team.
This is often not a great challenge, as most people choose to work in communities because they like people and enjoy assisting residents.
However, are you getting the best out of your team in relation to harnessing customer experience opportunities?
Village ‘values’ and respect
When you induct a new team member (or permanent contractor that is taking the place of a team member) do you spend time with them going through the Village Values?
It is vitally important to have a short, printed document to give each new team member the values you have and expect.
Have your team sign off that they understand not only that you have values, but what they actually mean in terms of how you all deliver your roles in the village.
Respect is one of the most important values; the document explains exactly what RESPECT means to your residents. For example:
RESPECT means WE:
- treat one another with dignity and fairness
- show tolerance and have patience
- are polite
- show appreciation
- act with empathy
- treat others how we would like to be treated
- don’t talk down to people
- treat all people as individuals
- relate and interact positively with people
- acknowledge we each have a role to play
Having regular team meetings is very important. Use them to:
- share knowledge
- reinforce your values
- regularly share your knowledge
- celebrate achievements
- share likely upcoming changes or concerns
- provide opportunity for your team to share their own suggestions and challenges with you
Your team members will feel included and become ambassadors for you.
Imagine the difference in how a resident will feel if the handyman is asked about an increase the village budget, and he is able to show knowledge of the situation and provide the appropriate response.
It might be, “I am aware of the changes to the budget and I understand it is going to provide an improved service to the residents, however the detail is quite complex so I would recommend you make an appointment with Village Manager if it is of concern to you” versus “Oh, I have no idea but I hear “THEY” are always putting up the fees”.
This second response reinforces the resident’s concern when it could have been made a positive.
A strong team ethic is so very important to ensuring the culture of the village is maintained and that consistent Customer Experiences are achieved.