My fabulous gORRgeous ORRsome friend, Jez Rose’s book ‘Have a CRAP day!’ has been published in hardback.
I am the proud owner of not only a signed copy but also discovering I have a couple of mentions. Not every day I open a surprise parcel and feel so incredibly special.
My acknowledgement is directly linked to the card revolution. Several of my followers have found themselves on the receiving end of my card revolution over the past few months.
This is a book about getting it right for you, your staff and most importantly, the customer.
In schools our service users are the children and their families. We have a staff.
What we do and say, how we do it, where we do it and why we do it can have such impact upon our entire workplace.
For me Jez’s book is definitely a must read.
When you believe in a thing, believe in it all the way, implicitly and unquestionable.
Walt Disney
The card revolution mention is only a very tiny part of the entire book.
The focus of the book is all about customer service.
In his book, Jez explains how we can all be the superheroes of our organisations or industries.
SERVICE:-
‘Only do what you’re good at and it’ll look like you’re good at everything you do.’
Customer service is not about fancy formulas, or gimmicky gadgets or crappy courses. It’s all about people. In schools it’s all about the kids.
GOOD SERVICE WORKS:-
‘You can dream, create, design and build the most wonderful place in the world, but it requires people to make the dream a reality.’
Walt Disney
One of my favourite phrases from this chapter is, ‘The easiest way to envisage how you can implement an emotionally-focused change to your organisation’s service policy is to think about how you would want to feel in a completely make-believe interaction with your brand, with no limits or boundaries.’
What would our school curricula look like with no limits or boundaries?
RECOGNISING EVIL SUPER VILLAINS:-
‘If you want to be somebody else, change your mind.’
Sister Hazel
Jez believes that many people are unaware that their own business/organisation/structure is under attack, threatened by an infestation of evil super villains.
Who are these villains?
Doctor Moodio Bitchio – she tends to wear the guise of a middle-aged woman in a middle management position.
Her evil power is to make sure your day is as bad and depressing as her day. She’ll rub people up the wrong way and moan and twist about how unfair things are etc….
Floatatron – the laziest super villains. Disguised as the youngest members of staff they have a care less attitude.
Slackers – They always look the part which makes them hard to spot. They have the knack of blending in well. They have developed the knack of dodging any work and yet appear to look the part.
Clingers – Clingers take over the bodies of both male and female assistants. Their comments are pushy and insincere. Perhaps with a touch of sarcasm or being patronising.
Inviso-Girl – they have the knack of making customers feel invisible at times when help and assistance is required.
YOU CAN’T FIGHT EVIL, WHILE FIGHTING A COLD:-
‘There’s always a way to do it better – find it.’
Thomas Edison
If you’re not on top form everyone will pick up on it.
DISCOVERING YOUR SUPERPOWERS:-
‘With great power there must also come great responsibility.’
Stan Lee writer of Spiderman
No matter how smart, expensive or new your machinery is, how wonderful your products are and how much gaining you out in place, it is your staff that will make or break your customer service values and your reputation.
COSTUME:-
‘Success in any endeavour requires single-minded attention to detail and total concentration.’
Willie Sutton
It’s those tiny things that are most noticeable and that have a big impact.
MAYBE YOU’RE EVIL:-
‘If you treat your employees well, they’ll take care of the customer.’
J.W. Marriott
What factors can contribute to ‘your potential evil side’?
1. Waiting unnecessarily
2. Broken promises
3. Staff rudeness
4. Lies
5. Nothing more than satisfaction
6. Not listening
7. Absence of follow up service
8. Falseness
9. Hiding things
10. Poor training
ATTACK OF THE MUSHERS:-
‘No man can see the back of his own head.’
Buddhist Proverb
When things turn nasty or sour in any relationship, people can become quite nasty and some customers with a grievance will set out to do a lot to damage your reputation.
SERVICE SUPERHERO MODELS:-
‘Being good is good business.’
Anita Roddick
Is easier to be bad at something than to be good at it. It wakes less effort, attention to detail, and absolutely no desire to improve.
SUMMARY:-
Factors to avoid so we don’t fall victim to poor service.
Lack of motivation
Lack of shad understanding at senior level
Pressures to meet deadline
Inability to empower and motivate staff
Failure to dedicate enough budget, training and time
Failure to listen carefully to feedback
A genuine lack of desire to put our service users first
Misunderstanding service users needs and expectations
Misunderstanding where our service users are from
Lack of belief in individuals and the team
SUPSERSONIC RAY GUNS:-
‘The single biggest problem in communication is the illusion that it has taken place.’
George Bernard Shaw
Undeniably there have been some ORR-inspiring, mind-blowing and downright cool advances in technology.
It doesn’t matter what we tell people or what you do for them because they forget. But people will always remember how to make them feel.
With great power comes great responsibility.
‘Have a Crap Day’ by Jez Rose https://fw129.infusionsoft.com/app/storeFront/showProductDetail?productId=4
The Behaviour Expert http://www.thebehaviourexpert.com/
For Teachers http://www.thebehaviourexpert.com/for-teachers.html
high heels and high notes 