A few years ago, MIT Sloan Management Review ran an article entitled Designing the Soft Side of Customer Service. In it, the authors argue that regardless of whether we are talking about a pizza delivery or a complex consulting agreement, emotions are lurking under the surface and that our job is to make those feelings positive.
If we are aiming to create the optimal customer experience, we'll need to start off by examining the kind of employee experience that's going to be the foundation of the customer experience.
A miserable employee is not going to provide your customer with a breathtakingly positive emotional experience, no matter how much you train them.
But this isn't just about the full employee journey from recruitment to exit interview. As team leaders, we need to focus on the day-to-day experience as well.
Continuing a series of blog posts on how to best support first-time managers, you now need to look at one of the huge challenges—lack of time.
For most new managers, landing that first managerial job is exciting and challenging, filled with so much to do!
Then, the realization hits—so little time to do it in.
The natural reaction for first-time managers as team leaders is to just put in more hours. Crank up the work volume. Often it works for a while but you then run out of steam. Then, in your pursuit to squeeze more productivity out of the hours available, you start researching time management tricks and tips—maybe even invest in a super to-do app for your phone or fancy leather-bound paper organizer.
Regardless, chasing more time quickly becomes exhausting.
There has got to be a better way.
But it is not about managing your time, but about managing your energy instead. When you're energized, you fly through the day. Stuff seems to...