I Can’t Get My Team To Think Bigger!

Here’s the harsh reality of Customer Service: if you are not proactively leading your team toward the culture you want (even after you’ve achieved it), your team will experience an inevitable shift toward mediocrity.

Things won’t necessarily go “bad” so much as they’ll go “comfortable.”

Stay in “comfortable” long enough, and right around the corner is “stagnant” followed by “withdrawing” and eventually “bored.”

Worse, because this is business we are talking about, starting all the way back at “comfortable” you can trace a direct line to “decreasing profits” or “fewer new customers” or “falling behind Q4 revenue goals.”

“Customer Service” (in the way you almost certainly think of it) as a department often gives itself a pass on those revenue goals. After all, we’re over here in the Cost Of Goods Sold (COGS) section of the budget.

The problem is how you are thinking about Customer Service, sure. As I outline (and thoroughly prove) in my book, Customer Service (rightly defined) impacts literally every corner of your team, even (and perhaps especially) revenue.

So what do you do as a leader to prevent your team from sliding toward mediocrity? Simple (but not easy). You challenge them.

How do you challenge them in a way that doesn’t just scare them away?

Glad you asked. I made a video.

This framework is profoundly simple (but not easy) to implement, and took my lowest performing team about 3 months to turn from certifiable “dumpster fire” full of backbiting, quiet quitting, unmotivated, and disrespected team members into easily my highest-performing team, raking in 5-star reviews at an absurd clip.

I was giving away the video as a pre-order bonus for the book, but I’ve decided to give it out for free. Probably need to limit the timeframe of the free offer, but I’m bad at marketing.

Did you click the link above? If not check out the video for free here.