WhoMade

My Day?

If you offered your staff a Million Rand to…

Greet your customers warmly with a smile…

Be polite and courteous even when customers are not…

Treat your customers they way you have trained them

to…

Could they do it?

For a million?

Yes we can!

So….

If they know how to do it…

Why aren’t they doing it… all the time?

You are not asking them to fly

a helicopter

They don’t need more training

They just need a good reason

to do it – and it

doesn’t have to cost a million

Giving them a reason means recognising, praising and

rewarding their behaviours

Service behaviours are hard to measure

But it is these behaviours that sustain your business and promote your brand

Isn’t it worth finding out who is using them?

The Who Made My Day process

monitors, measures and rewards

critical service behaviours

What we do

1. Identify the service behaviours that are important to your business.

2. Measure their frequency.

3. Reward the people who are using them.

How does it work?

Checklist of key service behaviours is agreed

Staff use checklist to observe each other demonstrating the behaviours

Further observations by mystery shoppers and supervision

Data collected, analysed and presented

Staff rewarded based on multiple observations

Implementation in 5 Steps

1. Plan thoroughly and set goals

2. Agree observation checklist items

3. Communicate process to all stakeholders

4. Conduct service observations

5. Measure and reward results

Results

Key Points

Your measurements, e.g.,

• Satisfaction index

• Customer retention

• Number of customers

• Number of complaintsabout service

Rewards

Key Points

• Variety of rewards

• No cash

• As soon after behaviour observed as possible

• Celebrate achievements

Benefits

• Return on training investment

• Sustainable skills improvement

• No extra work; we do the admin

• Boost staff morale and motivation

• Reinforce desired behaviours

• Keep your customers coming back

• Focus on outputs