When working with leaders to explore ideal behaviours and actions of service teams, I get them to visualise what a ‘great’ service team looks like.

We work though questions such as: What is the team doing? What is the team saying? How does the team look?

Then we run this activity to determine what the ideal customer experience looks like in action. We ask: What are your customers doing? What are your customers saying?

Each time I run this activity, it affirms that most people know what ‘great’ looks like when it comes to the treatment of customers. You would think that if they were clear on what ‘great ’looked like, it would be easy to obtain that goal, right?

But it’s not just about being able to describe what ‘great ’looks like. The challenge is communicating in a way that inspires staff to take action.

If you want to speak a language that talks to the heart of people, you need to determine what’s in it for them.

We call this WIIFM? (What’s in it for me?) WIIFM is the fundamental question people ask themselves when asked to do something. Why should they care enough to do what you’ve asked? What will they gain? What’s the benefit to them?

If you can start conversations by answering this question for the other person, you will inspire people for life.
The most effective way to get people to do the things you want is to make the other person happy about doing the things you suggest. You need to think about the answer to WIIFM through the other person’s world view.

– Do you know what’s in it for them?

– Do you know your employees or team mates well enough to talk to the heart of their needs?

– Do you know your customers well enough to talk to the heart of their needs?

Next time you want someone to take action, get clear on ‘what’s in it for them’ first.

Jaquie Scammell
‘Love Being in Service’

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