Page 38 - Delivering Authentic Customer Experiences

Principle 2 Delivering Authentic Customer Experiences

So, what can you do to put your people first and show how much
they’re valued?

As usual it starts with you. You have to be their role model and
demonstrate the change you want to see. Here are a few best
practice guidelines for creating the right environment to engage,
influence and retain your best team:
• walk your talk and be the best role model you can
• provide a thorough induction process
• offer continual development opportunities
• spot staff doing things right, thank them and explain the
impact of their behaviour
• keep them informed of the purpose, direction and
performance of their company
• trust and empower them to take on the responsibilities of
their role
• offer consistent support, guidance and coaching
• allow them to learn from their mistakes, without fear of
reprisal
• provide regular evidenced-based feedback
• incentivise authentic behaviour and a customer focussed
attitude, as well as results
• consider including an employee engagement tool as part
of their employment package, or as a means of rewarding
behaviour and performance e.g. Perkbox

Consider this…
• How do you engage with your team?
• What are the strengths, aspirations and motivators of your
colleagues?
• How do/can you consistently get the best from them?
• How effective and consistent is your feedback to your
team?
• How often do you take time to spot people doing things
right and thank them for their contribution?

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