Clients want to know, “How quickly can we see results after our employees have completed a workshop?” Leaders want to know when improvements will show up on the job. Everyone is anxious to see positive changes in behavior towards customers and colleagues. And finance always wants to know “How long before we can see some ROI?”
The answer is, “It depends! Do your people want to change? Do they know how to make the change? And will they get management support to do it?” If the answer is no to the first question – “want” – then you have an attitude problem and you need a better culture to fix it. If it’s “no” to the second question – “how” – then you have a skills problem, and you need more education, or better people, to fix it. However, if it’s ‘no’ to the last question – “support” – then even a “yes” to the other two questions will cause improvement efforts to fail.
People need to feel supported. They need to believe their leaders care about them and want them to succeed. When support is missing, employees wonder “Is management really serious about making changes around here?”
So the best way to secure positive results from any workshop is for employees to answer all three questions with a resounding YES! This is the long-term path to success.
But is there a short-term path to immediate “quick wins”? The good news answer is “Yes!”
How To Identify Your Quick Wins
Here is a proven way to identify quick-win service improvement ideas. We use this approach in our service education programs and participants always enjoy discovering how many ideas they can implement quickly, on their own, and at no (or minimal) cost.
People often want to fix big problems. But these often require more time, extensive planning, additional resources and approvals. Sometimes we become so preoccupied with budgets, schedules and other constraints that we miss the low hanging service fruits right in front of our eyes.
Are there quick-wins just waiting to be plucked in your organization?
I recently conducted a service excellence workshop. We used this approach and the participants mapped out their ideas. Notice how many ideas can be implemented by the participants almost immediately, on their own, and at no cost! I’ll bet you can do that, too!