Your clients purchase your software because they have heard about your reputation, know about your culture, and are excited to sign up. However, they experience your software through your front-line agents who sell them the product and support them through their journey.
It can typically take a few weeks to a couple of months before your clients realize the full benefits of the software. Throughout this period, clients interact with your support staff to reach that goal and if they do not have a satisfactory experience through this learning curve they may be inclined to switch to a competitor. And as the company grows, your founder’s vision can be lost or diluted. Why? Because
new clients do not tend to interact with the founder and the expanding team is not able to deliver on that vision. After spending a great deal of time in building their software, team, and reputation, it is a shame to see a new client leave due to one poor experience with a support agent. You may have also invested substantially in the training of your support agents but inconsistent experiences easily frustrate new
and tenured clients and they begin to lose trust in your ability to provide value.
The challenges that leaders face when building a support team is to ensure that every agent is on the same page as the founder, or in line with the company’s vision and purpose. However, when done correctly, the Support Team and indeed the entire company are living and breathing the same values. This results in an overall positive customer experience through their journey with you.
So how would you overcome this problem? As Richard Branson said: “Take care of your employees and they will take care of your customers”
Here is a 5-step process to achieve this outcome:
- Express the importance to potential applicants of aligning with your core values.
Set up your hiring gauntlet (tests) to measure their alignment to your core
values to filter out individuals who don’t align.
- Ensure that your induction program covers the purpose and core values
on day one.
- During daily huddles, ensure that your team leaders talk about core values and
recognize agents who are living up to them.
- Use core values in your daily communication with your team and make sure
your team leaders repeat the words found in the purpose and core values in all
their communication – verbal and written text.
- If you follow these five steps your support agents should be completely aligned with
the vision of the company, displaying the care needed to maintain your reputation.
Within our own support team, we ensure that we continuously expose our agents to
our vision from the moment we first interview them through to daily practice.