They come from times employees feel free and motivated to make an extra effort. Memorable experiences don’t come from times employees go by the checklist and refuse to bend to a specific customer need. Moments of enablement, when employees can access their personal superpowers, are the moments that go viral and build positive brand reputation. Some employees have superpowers of humor, and some are great at interacting with people. Move beyond long rule books and hire the people that will uphold your core company values. Bonus: having this freedom also helps them create, deliver and provide great customer service. Hardage says: ”If you’re bringing the right kind of people in, your job is going to be so much easier.”Įmployees should be encouraged to use the personality traits you hired them for. Hire and train based on superpowers and company values.ĭrill down on your particular organizational values and make sure that new hires fit in with your overall goals. Top performers will stand out because they have the right-fit support to perform beyond the checklist. The idea of freedom within a framework extends to frontline roles in every industry. This leaves room for employees to discover what they can do outside of the framework, with freedom to use their unique personalities to deliver exceptional service. By outlining essential tasks, they know what they need to do and when. Go beyond checklists and strict frameworks.īuild up employee confidence to turn an unplanned situation around by giving your frontline permission to do whatever’s necessary to make these situations right.Īt Southwest, this looks like giving frontline employees freedom within a framework. Here are some key insights Hardage shared: 1. So, how do you encourage customer-facing employees to turn disappointment into engaging, fun and brand-defining moments? And why will they go that extra mile for your company? Factors out of your control - weather delays, technical issues and luggage complications - can contribute to derailing an otherwise positive customer journey. You can’t expect everything that might happen on the job. Get your frontline doing the right things at the right times (even when the unexpected happens). Recently, Ginger joined our own JD Dillon on The 80 Percent Podcast to discuss how Southwest Airlines built a culture of going above and beyond from the inside out. She knows what it takes to encourage people to bring their whole selves to work every day-and what it takes to make customers feel special. Hardage spent 25 years leading a team of 150 people responsible for building and sustaining Southwest Airlines’ legendary culture and communications enterprise. Ginger Hardage, former SVP of Culture and Communications at Southwest Airlines, knows a thing or two about that. It’s never been more clear that the organizations that will thrive in the future are the ones who differentiate on experience. The pandemic hit travel and hospitality hard: many businesses have lost between 70-90% of revenue in the last year.
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