We started having these Customer Driven conversations 18 months ago, sharing many topics over that time ranging from the importance of practice to going beyond expectations to building loyalty and authenticity. I have enjoyed hearing and being part of the conversations that these topics have spawned. It is inspiring to know that these ideas have expanded beyond this column.
Customer Service: Action and Integration
That said, while we may have read and talked about these topics, taking action is what makes a difference. And now seems like a good time to discuss how to integrate this information into your specific world; what works for one person or organization may not work for others.
This is where it is helpful to have someone with whom you can bounce ideas around to determine how to best incorporate them into your situation. Think about a good role model or mentor within your organization who knows you well and can help direct what ideas would work best for your personality, your role, and company culture.
There is probably someone in your professional sphere that you have a lot of respect for. You watch them, listen to them and perhaps tried incorporating some of their techniques into your routine. Have you approached this person to let them know? Have you asked for their advice on how to improve your skills or knowledge base? I bet if you did, they would be honored to help you on your journey. If you are the person who is being approached for advice and asked to be a mentee, seize the opportunity as you will learn and grow from the experience. Win-win collaboration!
Women in Fleet
If this experience sounds interesting, you’re in luck! The Women in Fleet group has recently started a mentorship program for the fleet industry. Whether you want to be a mentor, mentee or both, just go to the AFLA website, fill out a short survey and you will be matched accordingly. You can find the link at http://www.afla.org/?page=WIFMmentor or join us for the WIFM reception at the NAFA networking reception in the Avalon Ballroom at the Hilton Anaheim on Tuesday, April 24th from 5-6 pm. Everyone is welcome to the reception and to participate in the mentorship program.
Personally, I have been blessed to have many role models and mentors in my life and am honored when I am approached to go on the journey of being a mentee. To that point, I would like to share the Customer Driven forum with some of those people so they may share their perspective on continuous improvement in the customer experience. Tune in next time to hear from some of my role models at Wheels add to this foundational subject!