Dillanos Coffee Roasters’ Post

Charlie Cain recently asked us, "Why are some people so easy to root for? Ideally, you root for everyone on your team to be successful because that will help you be successful, but on a deeper level, who do you root for the most? What is special about them?"   In Charlie Cain's opinion, once you have a relationship with a colleague and understand their core values, observe their work ethic, watch the way they treat other people, and see how they handle difficult situations, you have a sense of who they are as a person. You see something in them that you admire, perhaps something that you have in common or a skill you hope to develop. You trust their intentions, respect their effort, and appreciate their leadership by example. All these things make those around you easy to root for, exciting to work with, and great colleagues.   I root for everyone on my team because of the above. Our team is so special because we get to know one another beyond work – we take the time to understand everyone’s values, where they come from, how they treat others, and who roots them on in their own lives. In turn, while we are in the office, we root each other on and reach incredible milestones.   I root for my sister, Kestly Miller, because I admire her drive and ability to naturally connect with others. Beyond connecting, she genuinely cares for the individuals in her life and would do anything to make that known – never looking for the recognition. It’s evident why she finds great success as a Customer Experience Manager (ha!). To answer Charlie’s question, the people who show up for you day in day out are surely easy to root for because you want to replicate the feeling, and confidence, they instill in you.   “We are in this together. We are better together” - Charlie

A lunch date with a friend had us reflecting on the time we worked together at a hotel. We immediately remembered the sense of empowerment and autonomy that came with being trusted to make on-the-spot decisions to handle any customer concerns. They had a policy that granted every employee $200 per customer transaction to resolve issues. It didn’t matter if you were a line worker or management, you were given the ability to quickly make things right with a customer without needing to escalate or seek permission. This approach not only enhanced my problem-solving skills but also instilled a deep sense of ownership and responsibility in me. I felt personally invested in ensuring each guest left satisfied, knowing that I had the resources and authority to make it happen. From an employer's perspective, this autonomy led to many benefits. Employee morale was high, turnover rates were low, and customer satisfaction was high. This culture of empowerment fostered a collaborative and innovative environment where everyone was committed to delivering exceptional service. Looking back, this experience has shaped who I am today, both personally and professionally. It taught me the importance of trust, autonomy, and creativity in the workplace. It showed me that when employees feel valued and empowered, they become passionate advocates for the company, driving success from within. Do you have any past experiences that has shaped who you are today?

Want to know if your customer service driven culture is sticking? I got this from a new potential new team member who's barely a week on the job. This excites me 😁very much! Why? Because it shows that he is thinking about surprising and delighting customers. Surprise and delight is one of the standards and topics we cover on our first few days relating to how our business is driven on service. Messages like this mean your culture has been engrained right of the get go. This why it's so important to not only find the right individuals but then spend the time upfront on your service standards and what service excellence looks like. You want new team members to have their 🧠 in this mode.

Cultivating a Positive Reputation through Mindful Actions and Honoring Commitments Maintaining a positive reputation requires a mindful approach to our actions and behaviors. Each decision we make, both big and small, can have profound consequences on the opportunities that come our way or the ones we inadvertently miss. By being conscious of the impact of our actions, we can actively cultivate a reputation that aligns with our values and goals. Keeping our word is a fundamental aspect of maintaining a strong reputation. When we make a commitment or promise, it is a reflection of our integrity and character. Following through on our words demonstrates reliability and trustworthiness, qualities that are highly valued in personal and professional relationships. By honoring our commitments, we not only build a reputation as someone who can be counted on, but we also inspire confidence in others, leading to more opportunities and deeper connections. #Reputation #Branding Happy Customer Service Week.

Can we please treat customer serving associates with respect and remember to thank them? We often find ourselves seeking the manager when things go wrong, but it's time we shift our mindset as a collective society. (Ever wonder why maybe our customer focused positions are short staffed?) You should have seen the face of the 3 servers/hosts when I asked tonight to talk to their manager - I had to quickly assure them “it’s nothing bad!” They said they haven’t had someone ask for the manager for a positive comment since BEFORE COVID! Let's make an effort to recognize and appreciate the outstanding service we receive - whether it's from a cashier, a customer support representative, or any professional. By doing so, we can cultivate a culture of appreciation and inspire others to strive for excellence. Our society needs this mindset shift more than ever. It's time to change the narrative and celebrate the positive impact individuals make every day. 🙌 #PositiveRecognition #AppreciationMatters #MindsetShift #SayThankYou

Excellent quote from Vusi Thembekwayo “if you speak to customers about price instead of value, you are talking to the wrong customers “. Now ask what value did I bring? No matter your position in a company, no matter if you are CEO, sales person, receptionist, janitor…create the habit of asking yourself after each interaction “what value did I add”. You are better than simply getting it done. Let’s change the attitude from price to value and watch everything from client base to company culture change for the better.

Worth sharing from last night's reading.... “Customer service is just a day-in, day-out, ongoing, never-ending, unremitting, persevering, compassionate type of activity.” – Gorman “Know what your customers want most and what your company does best. … Focus on where those two meet.” – Stirtz Customer service is an art that requires patience and practice and takes time to master. #customerservice #employeeengagement #goals #dailygrind #work #culture

Dear Customer Service/Success/Support/Experience Personnel, Find below some guidelines and tips we can employ as we work to boost our quality performance. > ⁠Remain professional in your chats and always place the customer first (Customer is King) > Be proactive and pay attention to details. > ⁠Verify detailed information about customers' requests and inquiries. > Ask relevant questions from the customers accordingly to grasp the issue at hand. > Always emphasize the customer's perspective before sending a response. > ⁠Personalize your chats at all times. > Proof read and edit chats properly before sending. > Use the correct contact reason for all chats. > Whenever you are unsure about a proper response, please reach out to your team lead or people who can assist in the team. Questions to ask yourself at the start of the week. >Do I completely understand my role and what's expected of me? >What inspires me to be successful in my role every day? >How can I achieve my set goals this week? Have a productive week! 💙

What are the 6 Cs? Just a brief overview of the 6 Cs in conversation with Gaby Van Horn. They are: *Customer focus, *Cohesion, *Culture, *Channels, *Consequences, and *Completion. The 6 Cs of Healthy Teams are connected to Caring, Sharing, and Finishing. We can bring more meaning to our work together!

Happy Monday, everyone! 🌟 As we start this new week, let's remember our incredible impact as customer service professionals. Every interaction is an opportunity to make someone's day better and to create a lasting positive impression of our brand. Here are a few tips to kick off the week with the right mindset: ▶ Stay Positive: A positive attitude is contagious. Let’s spread positivity to our customers and colleagues. ▶ Listen Actively: Truly understand your customer’s needs by listening with empathy and patience. ▶ Be Proactive: Anticipate problems and offer solutions before they become issues. ▶ Continuous Improvement: Every day is a chance to learn something new and improve your skills. Embrace it! ▶ Team Collaboration: Support your teammates. Together, we can achieve more and provide exceptional service. Remember, the key to great customer service is solving problems and creating positive experiences. Let's make this week amazing by going the extra mile for our customers and each other. Share your tips and experiences in the comments below! Let’s inspire each other to be the best we can be. #MondayMotivation #CustomerService #ProfessionalGrowth #Teamwork #CustomerExperience #ContinuousImprovement Have a fantastic week ahead!