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The Role of
Customer Feedback in Creating a Coaching Culture...
Customers are the
lifeblood of any organization that chooses to have sustainable
growth. Members of the coaching culture never see their customer
as of a problem or an interruption. Indeed, they represent
an opportunity to serve. With that mind set, feedback from
customers becomes critical.
Most modern organizations
have feedback channels that capture information from the customers
they serve. This is not new. However, in a coaching culture,
there is a huge emphasis on expanding feedback channels and
making them truly effective at what they're designed to do.
It becomes the responsibility of every member in a coaching
culture to proactively seek, strive to understand, and non
defensively respond to the feedback and the customer who is
delivering it.
Whether an organization
regards its internal departments and teams as customers, suppliers,
end users, etc. the process is the same. There is effectively
a supply chain which connects raw materials and products that
enter the factory (or the office or the distribution center)
to the products and services and outputs used by other internal
departments that help create the end product for the ultimate
customer. The mind set is what becomes critical.
If an organization
had a well-developed coaching culture, it would actively reengineer
business practices that passively wait for problems to arise
before springing into action. Indeed, business practices would
be established that proactively and aggressively anticipate
problems and concerns and issues so that they may be addressed
before they surface.
Coaching cultures also
adopt dogmatic and disciplined follow up and follow through
processes. If customer satisfaction is the goal, it is everyone's
responsibility to insure that the organizational responses
to customer feedback have been followed through. It is important
that action is taken, and that the results, as desired, are
achieved.
Coaching cultures strive
to meet and/or exceed their customers' expectations – the
objective becomes delighting your customer.
In a coaching culture,
everyone understands the significance of their role as it
relates to the mission to serve customers. The coaching process
holds a tight focus on the strategic imperatives of the business.
Coaching conversations make it crystal clear how everybody's
actions affect customer outcomes. Everyone comes to understand
how their role is critical in ensuring customer success and
business results.
Link for
Louisville Facilitator Certification...
www.craneconsulting.com/FacilitatorCertification.pdf
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