Is your vision helping you deliver customer service?
I am actually looking at 2017 business strategy and asked myself where am I going? Where do I really want to be by the end of 2017? So, I started to work on my vision and as I was talking around to other people, I realised that many small and large businesses don’t necessarily have a vision or at least an inspiring vision. The reality is that most of us could do more not only to improve our vision and but also to improve the way we communicate our vision to employees.
Your business vision defines the core ideals that give a business shape and direction, it also provides a powerful way to motivate and guide your employees. Research done, on over 50,000 employees, by Joseph Folkman, shows that employees who find their company’s vision meaningful have engagement levels of 68 percent. More engaged employees are real ambassador for your business, they are more productive, and will certainly deliver exceptional customer service.
- So, take a look at your business right now and ask yourself:
- Is the company vision highly motivating and inspiring?
- Does the vision show the long-term success of the company?
- Do your employees have faith that the future reality described in the vision can be achieved?
So, why don’t you take a morning off, yes a whole morning off. If you have a management team or not, go somewhere out of the office, somewhere completely different from your daily routine, where you are going to have the space to think. Writing your vision statement is a time for creativity, ambition and fun, but the task should be approached seriously.
You must define your value, and you can download the steps by steps to how to define your values here. When you define your personal values, you discover what’s truly important to you. Your values are your principles or standards and what is important in life and work. Values give us our sense of purpose. They should determine your priorities and, deep down, your values are the ways in which you measure whether your life is turning out how you want it to. When the things that you, your employees and your business match your values, life is usually good, you’re satisfied and content. But when your values and life or work don’t align, this is when things feel wrong. Identifying and understanding your values is a challenging and important exercise.
You can start thinking about different and think about the BIG idea:
- Where would you like to be in 5 years’ time?
- What is the big dream?
- What is your passion?
- How do you define success?
Write down all of these responses and then start looking at important words, use present tense to write your vision, it has to be concise, the vision shouldn’t be 10 sentences, long, more like 10 words.
Close your eye: How do you feel when you close your eye and think about that BIG idea, what you have just written?
Are you excited, are you inspired, and are you motivated, do you want to rush back to the office to share this with your team? If you can answer yes to all of these questions, I think you’ve got it.
Now, you have to make sure, it’s not just words on a piece of paper, you must communicate this vision to all of your employees, you must take them with you and guide them towards the vision, you are the leader must commit time and resource to establish the vision and take everyone with you on the journey to success. It is your job to nurture and support your vision and align everything that you do to the vision. Having this vision will be aspirational and will focus all of your business toward the future giving a real sense of direction, in return you will have engaged, inspired employees who just want to follow you and will, for sure, deliver exceptional customer service.
Mystery shopping and Customer Service specialist, Claire lives to inspire global businesses to thrive by delivering exceptional customer experiences in measuring and improving employees' performances.