If you have team members that are apart from your service promise, rather than a part of it…use the ‘amnesty factor’

A service promise to customers is the equivalent of a story delivered via a theatrical or film production. In the world of performing arts the story is not only the start of success or failure, it is the basis upon which all of the cast must play their ‘parts’. It doesn’t matter in show business whether actors play small or large parts, they are all active ingredients in what is being offered, and it is inconceivable that an actor would ever be allowed to misrepresent the part they play in the story being presented. Inexplicably, the opposite happens in business! Surely, everyone in a business plays a part that adds to or subtracts from the company’s service promise and performance…and yet very few staff, in minor or major roles, actually perform their roles correctly.

There are various reasons why team members fail to play their respective parts in a company’s service promise:

• They are allowed to do so

• They like to do things ‘their own way’ (disaster!)

• They don’t understand their role and its importance to customers, colleagues and the company

• They have not been motivated and trained to perform their roles

Although business is like a moving train, it is important now and then to stop what you are doing, so as to proceed more successfully. One way to do this involves the use of an idea I created called the ‘amnesty factor’. As you would know, an amnesty is a way of inviting people to ‘give up’ their illegal possession of weapons, for example, in return for a pardon. In the business sense, the idea is to create a version of an amnesty that invites people to give up their views on where they stand in relation to the company’s promise to serve customers first, and then help customers to achieve the best possible result…by asking questions and then offering good advice.

At a workshop, after explaining that it is important for everyone to play their parts well in the company’s service promise (as with a theatrical production), explain the amnesty idea and make it clear that people can put their views forward without fear of argument or retribution. Then provide team members with the following notes. “In the area of (state the aspect of service, or selling, etc. to be reviewed), our preferred and agreed way of doing business is as follows: (outline the current standard in full, along with the reasons that support and drive it, from a customer, company and staff point of view). Please indicate which of the following four situations refers to where you stand on this issue, also provide additional information as requested…and if you feel that there is another way of looking at this matter, please outline your point of view.

• I agree with the current standard for doing business in this area, and I feel that I am performing the task well and getting good results. ADDITIONAL COMMENTS:

• I agree with the current standard for doing business in this area, however I am not confident of performing the task in a successful manner, and so I would like training to help me achieve improvement. ADDITIONAL COMMENTS:

• I do not agree with the current standard for doing business, and I feel that there is a better way to do things, as follows: (record your views on why and how you feel the standard should be performed)

• I do not agree with the standard for doing business in this area, however I don’t have an alternative to offer at this time. ADDITIONAL COMMENTS:

• If you have other views on this matter, please state them here:

Deal with the views of each team member separately and offer information and help where it is needed, and if there is a need for someone to leave and go their own way, then so be it. Better that than to make a promise you can’t keep.