The Impact of the Client Experience

When 99.99% is not good enough

Back when I was a facilitator for a large cable company I would often get asked what my favourite subject was to teach.   Without hesitation I would always answer the same…it was a half- day course called “First Time Right” which as I am sure you can guess, focussed on the principles of doing a task correctly the first time in order to avoid unnecessary repeat activities or escalations.   My reasoning for selecting this course as a favourite was simple…of the 20 or so programs I had facilitated the FTR course was by far both the easiest and hardest to train.  It was the easiest because in theory the objective is simple to understand…Follow a specific set of steps that if completed correctly, would result in a successful conclusion.  It was the hardest because the students often reacted to the principle in a strong way which in turn could lead to at times, passionate discussion.  The spark that lit the discussion was almost always the same…. can anyone really be expected to complete a task correctly every time?  To that I would usually answer with the following…

• If 99.99% was considered good enough, then more than 3500 planes would crash each year
• If 99.99% was considered good enough there would be 30 babies given to the wrong parents after birth every single day.
• If 99.99% was considered good enough there would be almost 50 spelling mistakes in the Websters Dictionary.
• If 99.99% was considered good enough Tim Hortons would give 550 people the wrong coffee every day.

OK…so those last two definitely do not have the same impact as planes crashing and babies going to the wrong parents but the point I was trying to make was this…sometimes being almost perfect is not as great as it sounds.

As you can imagine even after citing stats I would still be left with a few students who would argue that a FTR policy is not sustainable and that plane crashes aside, we are not machines and that nobody is perfect.  And that is where I would get them, because the truth is First Time Right is not about being perfect or a machine, it’s about always giving your best effort regardless of the task.  It’s about being a good team player…it’s about being detailed and thorough while ensuring you have done everything you were asked to do…it’s about truly believing that when you have completed a task, you have done so knowing there was nothing that could make it better.  Is it always easy to follow a FTR process?  Well I would imagine that depends on the task, but assuming one is qualified for the job they have been asked to do and given reasonable time and resources, then failure is usually triggered by other factors such as lack of attention to detail, laziness or a simple apathetic attitude towards one’s job.  For that, in my opinion anyway, there can be no excuse.

A few years have passed since my days of engaging students in discussions around FTR and I am working for a new company now, however I still come across instances where I think we all need to be reminded that FTR is not an impossible dream and quite frankly, should be all of our realities.

Tips for Creating an Effective Infographic

Infographics are becoming an increasingly popular means of relaying information within the adult learning sphere. It allows for the simplification of complex and detailed information into manageable chunks which learners can easily digest. For the visual learner it can be a dream because of its graphical nature.

However although infographics they can really add to learning, not all are made the same. Below you will find some tips on best practices to creating an effective infographic that will truly stand out!

1. Gather relevant data. Data will be easier to collect for some topics than it will for others. That being said, don’t fall into the trap of gathering useless data. Remember, the purpose of the infographic is to present material in a concise manner and to tell a story. Having statistics or interesting facts about your topic can serve to draw the learner in.

2. Decide how you would like to display your information. Depending on the topic and data you have collected, there are ways of most effectively displaying information. For instance, for comparison’s side by side charts work well, and for percentages pie charts and bar graphs can be efficacious.

3. Choose graphical elements that work. Being guided by the topic and content of the infographic, try to choose images that amplify the point that you are aiming to get across. Shy away from filler graphics and pay attention to the colours of images to ensure that they all flow in the overall finished product.

4.  Add content to guide the learner. It’s great to include charts and images but                         what good is it without context. At the beginning and end be sure to include a                           short introduction and conclusion.

Here is an example of a good infographic with all of these elements, that we recently created.

To learn about training and eLearning resources available at Pathways, please visit our website at www.Pathwaysinc.ca

Customer Service Is What Sets Us Apart

Members of my team and I recently sat through a client ‘pitch’ that was both enjoyable and noteworthy.

Like any business, we are often asked to recite our ‘Elevator Pitch’ – that 45 second (or so) explanation about our service offerings, our value-add and most importantly what sets us apart from the competition. This is ‘sales 101’ stuff… so why I am bringing it up?

A funny thing happened as we began walking through our core differentiators – I changed the talk track. I wanted the focus to be on the team.

Yes, that included the amazing skills they brought to the table (graphic design, 3D animation, programming, curriculum development, facilitation etc. etc. etc.) but this time, the message was about how they could parlay those incredible skillsets into a client experience that is unique, focused and unwavering.

I believe we are better at what we do than anyone else in the market; but shouldn’t I? It is my company after all. I am also experienced enough to know that my competitors will all claim the same thing – and so begins the stalemate.

 

Not so fast.

We believe as an organization that customer service trumps all. Our ability to showcase our amazing work products ‘gets us in the door’, but our capacity to service our clients lets them see just how important they are to us.

If you work with Pathways, you have to care about service, because our value proposition is wholly focused on the client. They are the reason for our work… never an interruption from it.  My team understands the difference.

Anyone joining our organization will understand the difference quickly too, because the expectations I place on our team are built on this foundation of customer service.

“Without them – there is no us,” is how I concluded my ‘elevator pitch’ on this day.

I don’t think it’s what the client expected to hear – and that was fine by them.

After all, you can’t fake service. At least not for long…

The Top 4 Things You Can do to Ensure Success as a Contract Trainer

At a recent Canadian Society of Training and Development (CSTD) event, I got talking to a learning consultant who had recently been downsized from a large fortune 500 company. She was wondering if she should continue to apply to corporate jobs or if she should try her luck at being a contract trainer.

I mentioned that I had had the privilege of working with several very successful freelancers both when I was the Manager of Training at Rogers, American Express and on occasion, in response to a client request in my current position at Pathways Training and eLearning.   She asked me for advice on what I believed successful contract trainers do differently then others. Here are my thoughts on what the most successful contract trainers do that differentiate themselves from other less successful consultants.

The life of a freelancer appeals to many people.  After all there are no worries about corporate politics, bad bosses and for the most part you can set your own hours.  Although, many people think that once they have gotten the sale and have been awarded the job, that the hardest part is behind them, this is in fact not the case.

In my experience the difference between the highly successfully freelancers (the one who are always in high-demand and who are booked months in advance) and the ones that aren’t come down to the following four things:

• Attention to detail.
• Delivering what the customer wants.
• Don’t take feedback personally.
• Good customer service (easy to work with and timely responses).

Let’s look at each one of these in a bit more depth.

#1 Attention to Detail.

If a client is hiring you, odds are it is because they need a training document, curriculum or eLearning storyboard that is more creative, interactive and can be produced faster than what can be produced in-house.   Successful freelancers know that if they are going to get repeat business, the document must be error free. Successful freelancers review their documents several times to ensure it is as perfect as they can possibly make it, before sending it to a client for review. (In my opinion, there is nothing worse then hiring a freelancer only to discover you could have done a better job yourself).

#2 Delivering What the Customer Wants

This point seems self-explanatory, deliver what the customer wants and they will be happy. Although, this seems like a no-brainer, I have been amazed at how difficult this can be for some freelancers.

The most successful independent instructional designers ask lots of questions at the beginning of a project to ensure they understand what the clients wants and do not deliver what they think the client wants instead.

#3 Don’t Take Feedback Personally

Many freelancers find it difficult to accept feedback when a client has red-lined their work. In most cases, the client is trying to accommodate internal feedback and it is less about your product and more about getting to an excellent finable deliverable. I have seen many a free-lancer loose repeat business because they have argued with a client about why they developed the curriculum in a certain way they failed to realize that the feedback is not about them and is more about the quality of the end product (remember – don’t get your back up it’s not always about you)!

#4 Good Customer Service – Everyone wants to be treated well and just because you have got the project doesn’t mean that you can stop being responsive to the client’s requests.

Great freelancers know that in order to get repeat business and to win client loyalty, client requests must be addressed quickly and with the same type of attention to detail that tells the client that their business is important to you.

If you follow these four steps, you will have set yourself up for a successful career as a contract resource!

On occasion, in response to a client’s requirements or request, Pathways Training and eLearning Inc. will hire contractors to work on-site at a client’s location.  If you think you have what it takes to be a successful contractor, please submit your resume to info@pathwaysinc.ca or apply to the following posting https://www.linkedin.com/jobs2/view/25832847.

Good Politics and Customer Service

In my previous post I commented at length about the harsh realities of today’s organizational politics and the childish interactions that result… but I did say there was hope… or at least I hinted at as much.

Hope comes in the form of internal customer service and the good will it generates – that good will begets good politics.

Much is made – and rightfully so – about the need to effectively service our external clients. But what about our ‘internal’ customers, should they be held to less of a service standard than their (typically) paying counterparts?

When I’m asked to speak on this subject, invariably this question arises: “Should our commitment to internal service, match our commitment to external customer care?”

 The answer: OF COURSE!

Would you talk to your Mother like that?

Customer service requires constant attention to the end-user client. Constant action. Sometimes clients are demanding, too demanding. Sometimes they want too much, need too much, ask too many questions, are slow on the uptake, need help with everything, interrupt your ‘real work’ etc. etc.

But still, even with all of the effort that is required to keep them happy, everyone reading this knows, you never:

• Swear at a customer, or speak disparagingly
• Sigh after they make a request, or ask a question – no matter how annoying it may be
• Forget basic manners, such as: please and thank you
• Attend a planned meeting late, or forget about it altogether

These things are simply ‘no-no’s” in the world of customer service… Correct?

What if that customer is a colleague from Sales, Marketing, Operations, HR or Finance? Do these simple ‘rules’ still apply? If they do, you are well on your way to creating a team that has the internal support to effectively interact with an increasingly complex external customer… if those rules do not apply to your colleagues – why not?

It’s just math.

As far as I’m concerned, without a positive (internal) focus on any group that is tasked with delivering (external) customer excellence, the result will always be a ‘mixed bag’ of client service interactions. Any organization, department or team that fails to care for its internal customer, is counting exclusively on the intrinsic motivation of the individual contributor to drive results.

As a business owner… that is simply terrifying. The math I mean.

• Happy staff = Happy clients.
• Unhappy staff = Customer service pinned to a wish and a prayer.

There are no guarantees in life, but I’ll take my chances with a high functioning, engaged and recognized staff member interacting with my clients, over a disengaged and disgruntled employee that I hope will put the customer’s needs above their own.

It’s just good politics.

Leadership is Fear

Take a moment to reflect back.

Reflect on those moments in time where you were most uncomfortable, most afraid of unknown situations in your life. What did you do? How did you handle them? Were you paralyzed with fear, unable to move past insecurities and doubt? Or were you able to fight through the situation and learn from the experience?

We all have had feelings of uncertainty at times. Moments where we hold ourselves back from speaking up at work for something we believe in or trusting our gut instincts to make the right choices within our personal lives.

We all feel fear.

That is why it is so important to face fear. Look at it straight in the eye and overcome any obstacles it may present. If you want to be that leader, you must take those opportunities others are fearful of.

There are a few things to consider…

Understand who you are.

When it comes to tasks, take some time to think about which competencies are your strengths and where you would like to improve. Are you a “results-only” driven individual who could not care about soft skills? Or are you a “people-person” striving to build growth in your professional environment? Are you action-oriented or extremely lazy? Do you tend to be the first one to discuss change or prefer that someone else take on the responsibility? Or do you have a mix of everything? Recognizing your abilities will help you understand what you are fearful of and provide a clearer picture on the type of leader you want to become.

Understand why you are this way.

You’ve acknowledged that you’re a pretty easygoing individual, who doesn’t know what to do in life but does want to make a million bucks eventually by getting that amazing job without actually attaining the skills needed to qualify.  Maybe you think the complete opposite.

Our past experiences and learning have a huge impact on the way we perceive ourselves. Which of those experiences have shaped your thought process and guided you over the years? What has prevented you from overcoming obstacles? Feeling afraid before starting a task is ok and sometimes necessary. Use that feeling as motivation and constantly remind yourself of the positive development you are about to achieve. The ability to self-reflect is critical to your learning when overcoming any fears.

Understand Leadership is a journey.

The continued practice of self-reflection – understanding yourself – will help focus your thoughts in an analytical manner, giving you the ability to personally and professionally develop. Remember, we all feel fear, so it’s important not to ignore its impact. However, don’t give fear so much value! Great leaders acknowledge fear. They understand its importance in their continued journey for success. Most importantly, leaders live fear and are not terrified of tackling opportunities they are most afraid of.

“Courage is not the absence of fear, but the triumph over it. The brave man is not he who does not feel afraid, but he who conquers that fear.” – Nelson Mandela.

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Shakeel Malik has over 9 years of experience as a training leader within customer service, client experience, sales, technology and support initiatives. Within his role at Pathways, he manages client relationships, leads training projects and provides strategic leadership direction.  Shakeel’s past projects have included fostering leadership development, building strategic competencies, improving employee morale and developing evaluation tools within Adult Education.  He is also a volunteer Commissioner of a Basketball League, where he leads and facilitates all league operations including marketing, finance, sponsorship, digital technology and training sessions.

He holds certificates in Adult Education from Brock University and Dispute Resolution from York University, and is currently a candidate for a Bachelor of Education in Adult Education.