Can you get your team to care about your business? – Pick Dave’s Brain

Are you just training your team, or are you indoctrinating them?

This week’s question comes from Kenneth in Winnipeg, Canada. He asks:

Q: What are current ideas that you could suggest to empower your team to promote your practice so that it grows? How can I get them more engaged in helping the business be a success?

Click to tweet this: Healthy companies cut the canned responses and embrace organic, free-range customer service. @DaveCrenshaw

Video transcript:

Are you just training your team or are you indoctrinating them? I’m Dave Crenshaw, and it’s time to Pick Dave’s Brain!

This week’s question comes from Kenneth in Winnipeg, Canada. He asks:

Kenneth:

What are current ideas that you could suggest to empower your team to promote your practice so that it grows? How can I get them more engaged in helping the business be a success?

Dave Crenshaw:

Thanks for the question, Kenneth.

It can be a challenge to get people to care about the business, especially if you’re the business owner and they’re not. And I would keep that in mind. To a degree, you’re never going to get people as passionate about the business as you are. But there are few things you can do to help the process along.

First, you want to create a clear vision. People get excited about being a part of something bigger. They want to see that the company is going somewhere and that their career has a chance to go somewhere as well. So, by creating a clear written vision of the future, you provide that motivation for your employees.

The second step is to indoctrinate your team about the importance of real, meaningful customer service. I think it’s easy for people who deal with customers to sometimes get into a rhythm of saying the same things over and over. “Is there anything I can do for you,” “Sorry about that,” right? It’s the same old phrases that have no meaning anymore.

Talk to them about really caring about people and treating others like human beings. If you want a great book to give to your team about that, I love Jeffrey Gitomer’s Customer Satisfaction is Worthless and Customer Loyalty is Priceless. Look up the Grandma Principle; it’s powerful.

And number three is to encourage your team to ask people to leave reviews on social media. I am not talking about bribing people to leave reviews, like entering a contest. I am talking about having your team be aware when something good or positive happens.

When a customer says “Wow that was amazing! Thank you.” Your team should know that–in those moments–they say, “thank you so much, would you be willing to leave a review on Facebook, or in Google, or in Yelp?”

I had that experience just recently when I bought a car. It was a positive experience and the sales person asked in a very personal way, “Hey, could you do me a favor? Would you go on to Facebook and leave a review for our dealership?” That’s the kind of thing that will get your customers engaged and get your employees excited about customer service.

Thanks for the question, Kenneth.

And if you have a question on your mind that you want to use to pick Dave’s brain, all you need to do is click on the button at the bottom of this video, or go to DaveCrenshaw.com/ask and I’ll be there to answer your question.


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