EGO and Customer Satisfaction: Part 2
Lead discussions on EGO to inspire professional growth and transform difficult encounters into opportunities for success.
Jim Stein
Published Date: July 10, 2024
Fostering “GOOD EGO”
Figure out how to foster a strong sense of pride in each team member’s quality work, displays of strong work ethic, customer satisfaction focus and professional development. Start by recognizing, thanking, and rewarding each team member on specific accomplishments and moments of success. Expand from there. Once you realize that your job is to foster GOOD EGO, you’ll come up with ideas to do so.
Teaching Your Team to Suppress “BAD EGO”
Use the GOOD EGO to suppress the BAD EGO. Frame your company’s customer interactions as a source of pride for team members—pride in their ability to make customers feel that they care. When dealing with difficult customers, think End Result. This means, don’t battle. “I’m right and she’s wrong” is replaced by, “I take pride in satisfying difficult customers and work for a good result as perceived by my customer.” Communicating with customers through the voice of your GOOD EGO is just as much of a skill as engaging in the “doing” of your profession.
Team members who take pride in customer interactions and suppress their BAD EGO to focus on the End Result will dramatically improve their results with difficult customers. GOOD EGO replaces BAD EGO. At that moment, it doesn’t matter if you’re right or wrong. The question is, what steps are you going to take to get the End Result that you desire (a satisfied customer)? I encourage you to start the discussion of EGO with your staff and see where it leads. It will be easier to tame BAD EGO and inspire GOOD EGO by naming it and helping them identify their behaviors that display each. Soon they will pride themselves on how professional they’ve become at working with sensitive customers.
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Establish up front what your customer expects from you by asking, “What results do you expect to see from our work?” When you understand the customer’s expectations, you can address any misconceptions before the work begins.