During this challenging time as we continue to be isolated, the subject of caring keeps resurfacing. This week, we revisit “Show Them You Care” and “Them” is “Everyone”.
Do You Care?
This is an important question to have the right answer to. In many of our discussions with our team and associates, this is one of the hot topics frustrating owners and managers. You can easily fill in the rest of the story on the client-side and they clearly know when you care or you do not care. Everyone will remember how you made them feel. They may or may not remember what you did. When you care, they will have a pleasant and positive memory.
Customer service, customer support, and reacting to customer requests are only part of caring. The AlphaKORians’ subscribe to Total Customer Experience to achieve caring for the client. Some of the things we do; active listening, asking more questions to understand, responding quickly, following up, showing up, being there for the customer, following up and of course I need to mention a third time how following up is the critical aspect of how much you care. We are reaching out to as many as we can to see how they are doing and if there is anything we can do to help.
How Do You Care?
What are the things you are doing to show you care? As a leader, you need to care about your tribe. This includes showing them you care, listening to them, and similar action steps as listed above. Caring is not just about onboarding new clients or taking care of your clients; it is genuinely caring about everyone! You, your team, your company, suppliers, community, and your family….just to name a few are who you are responsible to care for. Especially now!
When someone is not having a great day, stop and make time to ask them what is going on. People will open up when you care. You listen. You thank them for sharing. You ask if there is anything you can do to help. Do not judge. Do not offer advice unless they welcome it. Sometimes we just need to voice our opinion and know someone is listening.
Teach Them To Care
The adage “lead by example” is one of the best ways to do this. When a client calls after-hours and says they are sorry to call and interrupt me, I let them know it is okay and ask how I can help. Then I contact our after-hours team and know they are going to take good care of the client. The team keeps me updated and I follow-up with the client both after-hours and the next day. I thank our team and pass on the kudos to their manager.
Sharing the above story at our weekly team online discussions and thanking the team for what they do, helps to show why it is important to always care.
Show Them You Care
When discussing this topic with other leaders, it seems to circle back to being genuine and real. These are two qualities of caring. It is difficult to be phony and care at the same time – it just does not work nor should it be tolerated professionally or in your personal life.
When mistakes are made or expectations are not understood or met, be real and say sorry we made a mistake. Show them you care by letting them know you want to make it right and will take care of it. Thank them for allowing you the opportunity to show you do care. You will be surprised how much respect and loyalty you will have when you show them how much you really care about them.
The first day back this topic was top of mind as I looked at what will 2021 bring and what do we want to accomplish. Networking seemed to be something many cared about and it has been challenging in this virtual world of online meetings. The new networking idea was born: Wednesday Wisdom.
The goals of this networking group are aimed to show everyone we care: “Are you looking to connect with others? The goals are to network, share your biggest challenge and offer each other wisdom to help. Some of you may attend every week while others will join us from time to time.”
Connect with us on Wednesdays at 11:00 am and meet others who want to help each other. Send a request for the invitation to firstname.lastname@example.org and remember we do care about you.