Blog Post

Staff enthusiasm and the customer experience

  • By Doug Fleener
  • 03 Mar, 2017

Staff enthusiasm is a key element of a great customer experience. Enthusiasm creates a more energetic, engaging location, and thus more interest and excitement for the customer. That leads to higher sales, and customer loyalty and pro-active advocacy.

A colleague of mine once said that enthusiasm can make a bologna sandwich seem like filet mignon. That may be a bit of a stretch, but enthusiasm will definitely make one store's bologna sandwich more appealing than another's.

Enthusiasm doesn't just happen. It is the result of leadership. Charles Schwab, the well-known businessman, once said that his ability to arouse enthusiasm was his greatest asset.

Here are three ways to create an even more enthusiastic staff and customer experience:

1. Demonstrate your appreciation. People are more enthusiastic about their work and their customers when they feel appreciated by their employer. As a leader, you need to make sure you're truly demonstrating your appreciation, not just thinking it.

Challenge yourself to do one or more things each day to demonstrate your appreciation. Consider writing them down at the end of day for an entire month. You might be pleasantly surprised how much you do, or you might learn you’re thinking it more than showing it.

2. Purposeful cheering. Encouraging your team is important to developing enthusiasm. Focusing your encouragement makes sure your team is enthusiastic about what matters to customers, and helps create the desired results. You can never go wrong when you cheer an employee's actions as they relate to the customer's experience.

3. Keep the employee experience fresh. Imagine if every time a customer came into the store nothing had changed from the previous visit. Same products. Same offers. Same everything. It wouldn't be long before that customer got bored and started doing business elsewhere.

The same thing can happen to your staff. Sure, products and offers change, but what is new and different for the people? Do you create new and exciting ways to grow and develop? Do you change up your Take Fives (staff huddles) and meetings to make them fun and different? (Or worse, have you drifted away from doing them?)

Norman Vincent Peale said, "There is a real magic in enthusiasm. It spells the difference between mediocrity and accomplishment." Ultimately, a staff's enthusiasm level and accomplishments are a measurement of the leadership team's effectiveness.

So let me ask, how would you score yours?

How to use this article

Discuss with your management how the enthusiasm level is in your company/location. What do you see and hear associates do that demonstrates their enthusiasm? Where do you see opportunities for them to be even more enthusiastic?

Doug Fleener's The Experience Difference Blog

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