FOR IMMEDIATE RELEASE CONTACT: Tom Ellis
March 16, 2006 Ellis Communications, Inc.
Phone: (417) 881-5635
Email: tom@elliscomm.com
PHOENIX, Ariz. – One of the best ways for utilities to build value
with customers is to build value with their staff. Staff meetings –
those get-togethers that often drive people crazy – are a good place
to start.
“How utility employees are treated on the job is a model for how
the company can expect them to treat the utility’s customers,” says
David Saxby, president of Phoenix-based Measure-X, a company that
specializes in helping utilities improve their customer service and
sales. “Staff meetings typically have a bad reputation for being
nonproductive time wasters. But staff meetings can be a great way to
improve office communication and, ultimately, boost customer
satisfaction.”
Saxby outlines the following tips on how to turn staff meetings
into a foundation for better customer service.
Punctuality. Respect everyone’s busy schedule by making sure
meetings start and end on time, Saxby says.
No interruptions. Incoming phone calls should be forwarded
to voice mail or to another person in the company. “This includes cell
phones,” Saxby notes. “It’s incredibly disrespectful to be more
focused on your cell phone than on those present in the room.”
No titles or privileges. At an effective staff meeting,
everyone is equal. “Each meeting should have a designated leader who
is responsible for creating an atmosphere of openness and frankness,”
Saxby recommends. “Rotate the job so everyone takes a turn.”
No hanging back, no monopolizing. Participation in the staff
meeting is not optional and people who tend to talk too much should be
encouraged to listen, Saxby says.
Written agenda. Always have a written agenda to give the
meeting focus and to help the staff track any problems they are trying
to solve, Saxby suggests.
Open talk about issues. “Elicit the thoughts and feelings of
every staff member about issues of the day,” Saxby says. “Every person
should be valued.”
No offensiveness, no defensiveness. Employees should not be
allowed to attack or be self-protecting. “This effort is supported by
not allowing a meeting to degenerate into a complaint session,” Saxby
notes.
Facilitator support. Employees should support the
facilitator by following the meeting’s rules and by being respectful
of everyone in attendance, Saxby says.
Leadership training. Offer opportunities for employees to
broaden their skills. “If you’re tired of always being the one in
charge, then delegate that responsibility,” Saxby recommends. “Being a
mentor is a powerful demonstration of a quality leader.”
Communication skills. Emphasize strong communication skills
by encouraging everyone to speak and write clearly, Saxby says.
Humor. “Encourage humor,” Saxby notes. “Use humor to offset
the intensity of staff meetings.”
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Measure-X is a measurement, training and recognition company that specializes
in customer service and sales skills. For more information on Measure-X, call
888-644-5499 or visit its Web site at
www.measure-x.com.
