The Window to the Soul of Your Organization

Your frontline staff is the window to the soul of your organization.

Have you ever thought of them in that manner?

They truly are that window. They provide a glimpse into the organization and all its inner workings: your culture , your workplace environment, your employee experience , your customer experience, and more.

So, imagine if the window to the soul of your organization is broken.

If employees ain't happy, ain't nobody happy!

If that's the case, know that it is your fault. Somewhere along the way, communication broke down or expectations weren't (properly) set.

Imagine if your employees aren't treating your customers well. Imagine if they take attitude with your customers or aren't willing to be helpful. What if they deliver an experience that is totally counter to what your customers expect? What if the way they act or the words they use with your customers don't reflect your culture or your brand?

Imagine if your employees make your customers feel like the women in this video make the main character feel. Granted, the women are fellow customers, but the point is still made: attitude and word choices impact those around you.

click to view

Do your customers feel deflated after interacting with your employees?

How does this happen? Again, it's your fault. You've hired wrong. Failed to train properly. Haven't communicated what a great experience looks like. Didn't provide the tools or resources for employees to do their jobs properly.

First impressions are everything. First impressions are lasting impressions. Those windows (your frontline) make a first impression - with every interaction. They give a glimpse into how your organization hires, prepares its employees, and feels about customers overall. They set the expectation for what lies ahead, causing customers to either return or move on. So make sure your windows aren't dirty or broken (so to speak).

Here are some tips to help you avoid or to fix the broken windows:

Hire the right people

Hire for attitude, train for skills

Make the employee experience a priority

Teach employees what empathy means and how to use it to deliver the experience your customers expect

Lose the script; encourage employees to be real

Empower employees to do what's right - on the spot

Define and then clearly communicate to employees your CX vision

Train employees on what it means to deliver a great experience

Provide employees with the tools and resources needed to do what they're supposed to do

Communicate openly, choose words wisely

Role play and set examples

Take a look at your windows. What do you see? Do they need to be cleaned? Repaired?

If you want to fix the customer experience, the #1 thing you need to focus on is the employee experience.

The soul, fortunately, has an interpreter - often an unconscious but still a faithful interpreter - in the eye. -Charlotte Brontë, Jane Eyre