“YES, I can help you” is something all customers are looking for in a brand. We all know all those stories of “this is the wrong department”, “no, I can’t help you”, and so on. “YES, I can help you” is something all customers are looking for in a brand; a service culture of “Yes” is a powerful tool for any business. How can you make it yours?
- Model a spirit of “yes”
If you, as a leader, keep saying “we can’t do that” or things of the sort, those who follow you will follow suit. Be the example by first making the “yes” culture yours and building it will be much easier.
- Tell the right stories
If you, as a leader, keep telling stories about this and that customer who tried to take advantage of you, or about all the hard-earned lessons about human nature you know, your associates will take all that in and they will make that attitude theirs. Instead, tell stories about how you have helped customers solve their problems.
- Reinforce the spirit of “yes”
At the start of each shift, celebrate all the times one of your associates exceeded the customer’s expectations, solved problems, or made things work.
- Reward the spirit of “yes”
It is very simple: you can either punish your associates for going the extra mile for customers because it takes more time, resources, and “productivity” or you can reward them for it. The second choice is much better.
- Hire for a spirit of “yes”
Look for associates that already have the culture of “yes”, not just because it’s a great choice, but also because it’s contagious and adds value to your business.
Make yours the culture of “Yes” and reap its benefits.