The movers were packing up the house. It was a stressful time for Janine. She was having to move her aging parents to a new city in a new State to help care for them. The parents were leaving behind friends and a community where they’d lived for most of their lives. Janine and her sister were doing all of the planning, working through all the logistics, and spending all the time and the efforts and the lack of sleep to make the move happen.
As she was working with the moving company, packing up the house, it would have been easy for Janine to let the burden of the situation overtake her. But in the moment, there was something that made the packing and the moving experience more pleasant.
Even when she wasn’t talking to the moving team, she was noticing them. They were talking with each other. They used respectful tones. There was smiling and occasional laughter. They were productive and moved efficiently, but there was still a professionalism and a politeness with how they interacted with each other.
In short, the employees got along with each other.
For Janine, the overall environment in the home was noticeably more upbeat, more energetic, more positive, and more collaborative. The atmosphere and the experience were much better because the moving team had a rapport with each other.
For organizations that care about the customer, oftentimes they focus the customer experience on their engagement with that individual. But when more than one employee is involved in a conference call, at an in-person meeting, some kind of video conference, how the staff engage each other also has an effect on the feel of the experience.
Convey the pleasantness, politeness, productivity, and professionalism with your co-workers that we’re all expected to convey with our customers.
Improve Co-worker Rapport to Improve the Customer Experience.