412: Short Term Urgency with Long-Term Goals


Recognized customer experience expert. Genie Walters invite you to join her on her mission to create fewer ruined days for customers. Hi Everyone World Right. This is Gina Walters and I'm here with a solo episode today because I know we all need to connect right now and what I want to talk about today is. How do you make room for the short term and the urgent when you're also trying to achieve long-term goals and the reason this comes up in customer experience a lot is because when we do things like create journey maps or investigate how processes are working? Maybe were planning on service designed blueprinting and we have these long term visions for these initiatives. Because we want to improve the customer experience. We WanNa keep doing these things. And there's natural cycle that tends to happen when you have these long term initiatives and some of that feels very productive. Because while you're making improvements and being iterative and Agile You're also keeping our eyes on that long term vision of okay. We're GONNA do this because we have all these goals for our customer experience because we want to be a more customer centric culture any of the above but in today's world specifically in today's world in these last few weeks we are living more in the moment that I believe we ever have and we're being forced to make decisions and business that we could not have anticipated making. And what's the what that has created is the sense of urgency around the short term. And it feels really Almost inevitable to shove some of those long term initiatives to the side right now and so I wanted to talk about. What do we do regardless of? What's happening around us in the world? How can we address? Short term goals short term urgency and still not lose sight of these long term goals. And how can we use these short-term challenges to actually create best practices and things that will serve us long term and serve our customers long-term so I have a few ideas for you today? I hope they help. I hope you're doing okay. I can't wait to hear from you on this one. So here we go first of all if you are in the moment and you have something urgent and let's say it's a customer service issue. We see this all the time right. Something happens maybe. We haven't quite identified what's happened yet. Maybe the world has happened. Maybe there's a weather crisis or something else. Something happens. And all the sudden our customer service alarms are going off our inbound call. Volume is going off the charts. Were getting emails. Were being tagged on social media. People are reaching out to a sang help and we have not even identified the problem yet. What do you do and this sounds so simple so. Forgive me but one of the things that we have to start doing I think is I fall trusting our people a little bit more because I have witnessed where sometimes the agents for instance in your contact center or your Social Media Team are actually the ones who can provide a little bit of a sense of what's coming and I've seen leaders who actually hear from these people in a moment of crisis and don't recognize the crisis because they're discounting who's telling them so. The first thing you need to do is listen to these early warnings whether that comes in by the spike in volume whether that comes in from the contact center agents saying you know. I think there's something going on. I've had two calls in the last twenty minutes about this just because there are low numbers. Listen make sure you're paying attention. Sometimes those are those moments in time that we look back and we think oh if only I had looked at what was going on. So that's one thing the other thing I wanNA say. Is that win these things? Come up if you have a way to document for all take advantage of that. We live in a world. Now with shared files with Internet's are super robust with quickies. All of these different places that we can share information. It's really important to empower people to do that. Because the other thing that does then is a documents for your long term so after you get through short term crisis you can look back on that documentation that people were scrambling to get in there and saying this is what I said. These are what you know the reactions that are coming up. Here's how we're handling it and then you can finesse that for a long term vision. See you can say okay. This is how we handled this specific crisis which we hope will never see again. But what does this crisis share with every other short-term crisis that we've had to address what are some of the best practices that we can pull out? What are some of the ways that we can this for on boarding and training and for those moments of urgency and moments that matter so look at? How can you document for everybody not just in this moment? Sometimes I will say. Sometimes you're so in that short term urgent situation. You can't pick your head up to say okay. Well how should I affect this for short term? So try to make the effort once things. Calm down to actually go back and make those changes and say. How can we look at this for the long term? So that next time were a little more prepared. The other thing I want you to do is to celebrate. The short term wins as well when you're in a moment of crisis when you're in a moment of urgency when you've got a lot of those calls coming in or a lot of those things happening where you're trying to figure out which end is up. Frankly it's really hard to celebrate things but it's fatiguing on everybody so if you have a chance try to keep your radar up for those moments where your employees deliver so beautifully for your clients they reach out and they change a customer's life just by being there or look for those employees who are helping other employees. Look for those people who are saying. Hey I can take some of the load off and in those moments. Maybe you don't have time to celebrate right that minute. You have time for acknowledgement. You have time to say thank you and then keep a little log of those people of those moments and then celebrate right after you get through that crisis mode because sometimes we get through these crises and we look around and we say oh good things are back to normal and we can go back to our old ways but each of these things teaches us something we just have to be willing to look for it to listen and then to learn from it for real. I wish you nothing but success as you move forward and guess what your customers due to have faith in your customers. Have faith in your employees. Hang onto each other and let's be in this for the long term. Thank you so much for listening to crack the customer code crack. The customer code is a proud member of C. Suite radio so be sure to check out all the great business content at ceased radio DOT COM and C. Suite. Tv.com I so appreciate you spending your valuable time with me. I'm Jeannie Walters and you can learn more about me. Our journey mapping programs are twenty one day challenge for customer experience training keynote speaking. I I'm doing a lot of webinars workshops these days at experience investigators dot com. And don't forget about my partner Adams Porac. Please learn more about him and his customer service workshops and training at customers that stick dot com until next time. Take care of yourself and take care of your customers

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