The Fuse Has Been Lit on 100 SPARKS!
Yesterday, December 15th kicked off our 100 SPARKS project, and we couldn't be more excited. Hundreds of people and companies are already watching to see just how amazing this experiment will turn out.
Our staff is excited, too. Actually, truth be told, we're all a bit nervous. We've always made customer service our top priority, so just how are we going to create new and different customer service "sparks" each and every day for 100 days? Well, that's the whole point of the experiment! Some days it may be easy. Other days, well, not so much. But we will push ourselves every day to figure out how we can create the absolute best experience for our guests, clients, vendors, and team members.
Our staff did relax a bit when we explained that the sparks don't all have to be crazy, wild, WOW experiences. Some days it might be the little things that add that spark. Other days, we may simply work on improving a process that the customer never sees, but ultimately affects their interaction with our company. At this point, we have no idea what the sparks will be, which makes it exciting, fun, and a little challenging. And that's a good thing.
Our approach is really quite simple. Each morning in our staff "pow-wow" (our quick, daily staff meeting), we will look at the day and ask ourselves "What can we do today to create a spark for our customers?" We'll identify one or more things that we can do today to improve our customer service and the customer experience. We'll repeat this process throughout the day during our shift changes, so all incoming staff members participate as well.
At the end of each shift, and at the end of the day, we write down on a flip chart all of our service "sparks" that occured that day. In our next morning pow-wow, we select, as a team, the spark that's most worthy of making it to the 100 SPARKS blog.
As we move through this project, we'll update this blog with all the sparks, and we'll also update you on the process we follow. We thought that might be helpful if you decide to conduct your own 100 SPARKS project.
Enough about the project already! Are you ready for some sparks? 'Cause here we go!
Our staff is excited, too. Actually, truth be told, we're all a bit nervous. We've always made customer service our top priority, so just how are we going to create new and different customer service "sparks" each and every day for 100 days? Well, that's the whole point of the experiment! Some days it may be easy. Other days, well, not so much. But we will push ourselves every day to figure out how we can create the absolute best experience for our guests, clients, vendors, and team members.
Our staff did relax a bit when we explained that the sparks don't all have to be crazy, wild, WOW experiences. Some days it might be the little things that add that spark. Other days, we may simply work on improving a process that the customer never sees, but ultimately affects their interaction with our company. At this point, we have no idea what the sparks will be, which makes it exciting, fun, and a little challenging. And that's a good thing.
Our approach is really quite simple. Each morning in our staff "pow-wow" (our quick, daily staff meeting), we will look at the day and ask ourselves "What can we do today to create a spark for our customers?" We'll identify one or more things that we can do today to improve our customer service and the customer experience. We'll repeat this process throughout the day during our shift changes, so all incoming staff members participate as well.
At the end of each shift, and at the end of the day, we write down on a flip chart all of our service "sparks" that occured that day. In our next morning pow-wow, we select, as a team, the spark that's most worthy of making it to the 100 SPARKS blog.
As we move through this project, we'll update this blog with all the sparks, and we'll also update you on the process we follow. We thought that might be helpful if you decide to conduct your own 100 SPARKS project.
Enough about the project already! Are you ready for some sparks? 'Cause here we go!
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