There is a common belief that a successful Customer Experience in any business is when the head of the unit has the right set of soft skills: relational intelligence, emotional intelligence, holistic perspective, inclusion, empathy and intuition; and in more recent practices how those skills are translated into facilitating the emergence of collective intelligence in the workplace.
Such skills are not exclusively held by women, of course. But on average they are more developed in women, and women are generally more willing to use them.
However, what most businesses fail to achieve is how to translate those skills into an action plan that is unique to their business model, to their clients needs and what actual added service value they are bringing as a business to the table.
While the world’s focus is shifting towards innovative products, cutting edge technology, and the optimization of artificial intelligence in the service industry, studies are showing that ultimately even after ticking all the boxes the customers’ trust is what makes a business thrive. And my main mission since joining Property Finder had been to build this trust block by block.
The first block in building a confident, trustworthy team was building a culture of inclusion by hiring the right people and providing them with the right tools to develop their skills within an encouraging positive environment.
Training, coaching and nurturing were my main focus to start as well as creating a team motivated by challenges and those are now part of the department’s DNA. As a result, I pride myself on building a department who’s processes, objectives and targets are dictated by the clients needs.
I truly believe that for our customers to trust us, they had to trust our employees. As Richard Branson says: “take care of your employees they will take care of your customers.”
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Read More:
Ladies Who Lead — Inspired by International Women’s Day
Great strides by womankind — by Chanelle Kowalski
What They Don’t Tell you about Owning your Own Business — by Zarah Evans
The Evolution of an Industry — by Elaine Jones
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