Service with a HUG

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Service with a HUG - win and retain more customers

It all began with the book. Andy Collett wanted to share his passion for customer service and what he had learned about creating outstanding experiences for customers over many years in corporate and then as MD of his own business. And there's really no rocket science to it. Then again, common sense isn't always common practice. Just because team members know what to do doesn't always mean they'll do it.

The essence of delivering customer Service with a HUG is this:

  • Handle customers skilfully
  • Understand them emotionally
  • Guide them with integrity

Of course, the customer interaction is just the final piece. It's the result of what has been created as a business culture, an ethos. It doesn't happen by accident and it isn't created at the level of effect. By looking further back – to the root cause of what is happening – that's when lasting change can occur.

And that's what we are excited to be doing, working in partnership with leaders of organisations who are committed to creating a cultural shift. And it's a shift that can have far-reaching impact on people's personal lives too.

Training front-line staff (alone) doesn't work!

Have you noticed that when you train front-line staff to ‘say the right words’ or ‘do the right things’, it doesn’t really work? That’s usually because they are not ‘being it’. There’s an energy that customers pick up on. Genuine customer service emerges from the people being in the customer’s world. Sensing what is important to them. In a word, caring.

Every customer is having an experience of the organisation’s culture. It’s the tip of an iceberg. It’s the part that shows. It’s the end result and is not created at that level. It’s a symptom of the culture.

Who is responsible for creating, maintaining and developing the culture? The leaders, of course.

Leaders and team members are invited into ‘Active Participation’ to create a different culture. One where there is true regard for other human beings.

There’s a journey of ‘becoming’ for the organisation, the leaders and every member of staff.

As a leader, consider these questions:

  • What matters most to you? What impact do you want to have in the world?
  • What do you desire the organisation to become? What is your vision?
  • Who are you being invited to become in order to create that? What is your purpose beyond the money?
  • Who or what are the people in the organisation being invited to become?

Focusing on what is most important (beyond the money) means that the money takes care of itself.

For a deeper dive, visit the Growth page.

To begin a conversation, visit the Contact page.

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You could also download a copy of Service with a HUG in paperback or as a Kindle e-book from Amazon

Photo by Alexis Fauvet on Unsplash