Immerse yourself in knowing everything about your company, your department, your products and services, the marketplace. Think about Hank Hill, as in King of the Hill. That guy knows and loves the features and benefits of "propane and propane accessories" inside and out. Be the Hank Hill of your department. Deepen your knowledge about everything to do with your job, from the company history to color and size choices to what the competition offers.
In a former life, I worked for an airline. On our first day of training we had to score 100% on a “map test” of all the U.S. cities the airline served. This test required identifying all the states and cities on a blank U.S. state map, including the 3-letter airport codes. No mere trivia quiz - this is vital product knowledge when you transport customers from Portland, Oregon to Portland, Maine!
What’s the “map test” for your job? Make sure you can ace it everyday, for your customers and your company!
Stellar performers from Kim Yu-Na, the Olympic gold medalist in women’s figure skating, to Mark Knopfler, one of Rolling Stone Magazine’s “100 Greatest Guitarists of All time,” put in hours of practice, repetition and coaching to achieve the sublime results that we love. Sandra Bullock did not “wing-it” on her way to her "Best Actress” Oscar. Like them, we must practice to perfect our skills and our service delivery.
3) Preparation:
Getting ready to serve the customer involves more than logging onto your computer. Do something each day to sharpen your product knowledge. Practice the technical or difficult steps to master them. Warm up your smile and friendly attitude. Remember shouting “Ready – break!” at the end of the team huddle? Create your own inner rally shout, your affirmation that you’re excited, happy and ready to serve!
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