Creating the conditions for Service with a HUG to happen naturally
Reading time: 4 minutes
When I’m chatting with managers about the concept of Service with a HUG, they usually ‘get it’ pretty easily. They get idea that, if we take care of our customers, this will contribute to the success of the business. It’s pretty obvious really. Managers and leaders love the descriptions in the book of what could be created by their team each time they interact with a customer.
Sometimes what follows is a question. They ask, ‘How can I encourage my team to put this into practice consistently, day in, day out?’ or, ‘What’s my role in all of this?’
This is the first in a series of articles that seeks to answer those questions directly.
So, let’s set the scene. Think about the relationship between yourself as a manager and the people who work within that team. How do you see the relationship working? In the past, perhaps being the manager was a case of, ‘I’m the boss so I tell them what to do and they do it. If they don’t do it, they get into trouble and eventually they might get fired’. It’s the old ‘command and control’ method where all you’re interested in is compliance – looking for them to obey instructions.
But that’s not the way of Service with a HUG.
The essence of Service with a HUG is an energy, an attitude, a mindset. It’s not about following rules or obeying management instructions. It’s about connection; the willingness to engage with the customer (and colleagues) in a very different way.
Perhaps you’ve heard of Southwest Airlines in the USA. They are famous for their outstanding customer service (I know why – I’ve had the pleasure of flying with them). They have worked out what it takes to achieve it.
Here’s part of their philosophy:
- The leaders / managers take care of the employees
- The employees take care of the customers
- The customers take care of the shareholders
Here’s another question.
What might happen if you just decided to take better care of the people in your team?
Here’s what could possibly happen:
- People in the team might be happier at work
- They might be more flexible and willing to go above and beyond what is required
- They might show up with smiles on their faces in those customer interactions
- There might be more teamwork and willingness to help out as needed
- Customers might be more willing to recommend the business to others
- Customers might be more willing to come back for more of what you offer
- Customers might leave more positive feedback and reviews
- The business might have lower staff turnover
- The business might become more resilient to changing market conditions
- The business might even become more profitable!
Are you interested in any of this? Then fasten your seat belt and get ready for takeoff. That’s what this series will be exploring. Make sure you subscribe so that you receive an email notification each time a new article appears here on the website. Use the ‘Keep in Touch‘ section on this page.
If you have friends or colleagues who might also be interested, please feel free to share this article with them. Clicking this link will enable them to join the mailing list.
In the meantime, begin to notice the ways in which you are already taking care of the people in your team. You get more of what you focus on – which will be the subject of the next article.
Want to go deeper? Listen to James Timpson sharing his approach to business. Or listen to the audiobook Service with a HUG.
That’s it for now… all the best!
Andy