FIRST IMPRESSIONS ARE LASTING IMPRESSIONS
EVERY MOMENT COUNTS
RELATED MINDSETS
- Right and wrong are irrelevant.
- No request is unreasonable.
- Explanations are never offered as solutions.
- The more challenging the interaction the more gracious you must be.
- There are opportunities in whatever transpires, no matter how difficult.
- If our customer wants it, we want it for them.
- Technical expertise is a given.
- Policies and procedures are on request only; they are never a reason why not.
- All decisions consider customer impact first.
- We use competitive knowledge to our advantage.
- Exceptions distract and derail; avoid them.
- We do not apologize for price.
ONLY EVERYTHING IS ENOUGH.
THE PLATINUM RULE:
“TREAT PEOPLE THE WAY
THEY WANT TO BE TREATED”
“TREAT PEOPLE THE WAY THEY WANT TO BE TREATED”
PRIORITY SYSTEMS
Blue
Logic
Red
Individuality
Yellow
Harmony
Green
Speed
Logic
Facts
Structure
BLUE priorities
they’re all about PROCESS
FILTER
Interpret long pauses as positive
Accept dispassion as normal
Expect detailed questions
Interpret long pauses as positive
Accept dispassion as normal
Expect detailed questions
Contain your emotions Provide extra detail Emphasize logic
Contain your emotions
Provide extra detail
Emphasize logic
MIGRATE
PRIORITY SYSTEMS
Intuition
Spontaneity
Convenience
RED priorities
they’re all about INDIVIDUALITY
FILTER
Interpret exaggeration
Expect mind changes
Prepare for irregular follow through
Validate often
Emphasize anything new & unique
Minimize details
MIGRATE
PRIORITY SYSTEMS
Equity
Collaboration
Community
YELLOW priorities
they’re all about HARMONY
FILTER
Anticipate nice vs. candor
Assume cordiality overrides urgency
Accept fairness will be scrutinized
Integrate social elements
Emphasize equity & safety
Focus on group rather than individual
MIGRATE
PRIORITY SYSTEMS
Speed
Summary
Completion
GREEN priorities
they’re all about TIME
FILTER
Welcome their interruptions
Embrace their multitasking
Anticipate emphasis on results over people
Welcome their interruptions
Embrace their multitasking
Anticipate emphasis on
results over people
Eliminate “small talk”
Suggest shortcuts
Offer definitive options
MIGRATE
NO PROBLEM
MY PLEASURE!
CLARITY.
STRIVE FOR CLARITY.
THE WHOLE STORY
Text 7%
Context 100%
Subtext 93%
EMPATHY
“In order to empathize
with someone’s experience
you must be willing to believe them
as they see it and not how you imagine
their experience to be.”
“In order to empathize with someone’s experience you must be willing to believe them as they see it and not how you imagine their experience to be.”
Brené Brown
Researcher. Storyteller. Texan
RELATED STANDARDS
- Always greet every customer every time.
- Always say “My pleasure” rather than “No problem.”
- Proactively engage any customer who looks uncertain rather than waiting to be asked for assistance.
- Always gesture with an open palm rather than pointing a finger.
- Always use your down time to learn more about Related Beal.
- When customers approach you, pause all non-essential activity and acknowledge their presence; resume once they have moved on.
- Always stand up straight; no slouching or leaning.
- Always offer appropriate eye contact when interacting with residents/guests; observe the 5-foot rule.
- Whenever you’re asked for directions, offer to escort the customer to their destination.
- Don’t talk about anyone within ear shot of anyone else.
- Avoid all personal conversations with colleagues in “on-stage” areas.
- If you see something that isn’t right, fix it.
- Never leave your shift without briefing your replacement on all open issues.
- Demonstrate a sense of urgency and optimism with every customer.
- Be happy to be there and show it.
- Treat others the way THEY want to be treated.
- Assume total responsibility for clear communications.
- Own the entire customer experience.
- Find a way to say yes.
- Anticipate the needs of the customer.
- Act as one.
- Exceed customer expectations.
RECOVERY
Apologize for customer discomfort.
Suggest alternatives.
Tell the customer that you are continuing to look for a solution.
DO NOT SAY YOU NEED TO SPEAK TO YOUR BOSS.
Escalate to your boss, invisibly to the customer.
Get back to the customer within four hours with a solution or a status check.
Follow up.
Stay connected throughout.
DOES EVERY CUSTOMER I TOUCH FEEL
DOES EVERY CUSTOMER
I TOUCH FEEL
T W I S P
TRUSTED by me?
WELCOMED by me?
IMPORTANT to me?
SPECIAL to me?
PLEASED by me?