The Bright Spots – September 16, 2016

Hello Countryside Tribe Members!

 
As I type this email, 100 dachshunds are racing downtown to be crowned the winning wiener at the Running of the Wieners as the kickoff to Oktoberfest Zinzinnati!  How can you not love this town?
weiners
Speaking of love, I just participated in my fourth STAFF CHAMPION SELECTION meeting, which is one of my favorite “HR Tasks” that I get to participate in here at the Y.   Thanks to our third quarter winners, KAREN RICHARD, JAMIE EHRLICH, KATHY PETERSEN, JERRY ROTH, JASON WILLIAMS AND JOHN LUCIUS for their valuable input and fantastic selections!  Can’t wait to make our announcements for October, November and December!
 
Our Children’s Center staff did something really cool (again) this week.  They participated in a trike-a-thon for St. Judes and raised $1,765.00.  Wow!!! The center has been participating for over 25 years and has raised over $25,000 for St. Judes!! Amazing!

 

How many of you out there are Starbucks fans?  Whether you love their coffee or think it tastes horrible, Starbucks is renowned for great customer service.  They summarize their credos in something called “The Green Apron Book,” which apparently gives their employees the power to hypnotize customers into thinking a $5.00 coffee is totally worth it, and then COMING BACK FOR MORE. 
 
The central theme is called “The Five Ways of Being,” listed below.  Just about every bullet point in this list could be modified to fit the kind of customer experience we are striving for here at Countryside.

Be Welcoming – Offer everyone a sense of belonging

  • Provide uplifting experiences that enrich your customers’ daily lives
  • Greet customers when they walk through the door
  • Make eye contact with your customers
  • Start a conversation
  • Get to know your customers by drink or name
  • Anticipate and respond to your customers’ needs
  • Ensure your customer is your number one priority

Be Genuine – Connect, discover, respond

  • Always be aware that customer service is communicated verbally and nonverbally
  • Remember that basic service meets customers’ expectations; legendary service exceeds customers’ expectations
  • Focus on the positive, on what you can do, and not on what you can’t do
  • Be enthusiastic about your customers’ experience, and invite them back for another visit
  • Exceed expectations. Look for ways, both big and small, to let customers know they’re valued
  • Use your good judgment and common sense when making things right

Be Knowledgeable – Love what you do. Share it with others

  • Know what is special about the ways Starbucks selects, roasts, and packages our coffee
  • Familiarize yourself with the different coffee growing regions
  • Learn how to describe coffee – your customers expect you to be a coffee expert
  • It’s okay to not always know the answer. When you don’t know, find out
  • Remember that learning about coffee is an everyday adventure
  • Share your coffee knowledge, passion and excitement with partners and customers through coffee tastings. Enthusiasm is contagious

Be Considerate – Take care of yourself, each other and our environment

  • View the store from a customer’s perspective. How does it look and feel?
  • Take the initiative; when you see something that needs to be done, do it
  • Recognize partners for the effort and quality of work
  • Always be punctual – it affects customers, partners and store business
  • Contribute to a safe, secure and accident-free environment for everyone
  • Communicate to partners with openness and sincerity

Be Involved – In the store, in the company, in the community

  • Ensure our Purpose and Values are reflected in everything you do at work
  • Apply our Guiding Principles to the way you do business
  • Consider ways to become involved in your community
  • Be aware of the tone, spirit and energy of the store
  • Be a model of positivism
  • Enjoy taking on new challenges with your store team

Essentially… are you saying the following to yourself when you arrive at work and put on your name badge?

light
Get out your shades on and shine!
Have a great weekend,
Kirsten
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