The client only manifests a part of his needs, the rest remain jealously hidden and can only be accessed, when we are really present as servers, we are empathetic and we establish a powerful connection process with him.
1. INTRODUCTION
With this new work, we wish to continue building the elements on which this new service model that we have called SYNCROSERVICE is based. Perhaps for many it has been difficult to digest the concept, because we have always said that the process is carried out on a plane of higher intelligence, that it involves a special ability to connect on a plane that goes beyond the elements we normally know, without However, so far we have not explained why this navigation to a higher plane is required.
It is our goal in this work to clarify the reasons why we need to develop that special connection process. These reasons are associated with the customer concept and the philosophy of focusing the service on it.
The elements developed in this work can serve as the basis for the realization of any type of service, since they are based on the understanding of the client's needs, both those that are manifested openly and precisely, and those that are not only hidden Instead, they are jealously guarded by the client and the only way to determine them is through the Client-Connection-Service connection, that is, within a Synchroservice model.
At the end of all this, when the client feels understood and satisfied, the result aims to create a bond of loyalty, first towards the worker who made the connection in an empathic way and later towards the organization, based on the constancy in the management of the concept, ends up achieving a preferential place in the mind of the client.
2. THE BASIS OF SYNCROSERVICE
Let us remember that we have defined as Synchroservice, that service based on synchronicity that occurs between the CUSTOMER-SERVER-SERVICE elements, causing said service process to develop at a higher intelligence level, beyond the interacting components.
We know that a process of this magnitude is not possible, unless we have workers who are extraordinarily motivated by their work, that is, capable of perceiving that their work takes on meaning in their lives and contributes to the development of the meaning of their life as a human being.
A responsibility that all service organizations have is to understand that customer orientation means putting themselves in their shoes and working to meet their needs, even when doing so may temporarily go against our own processes, since in the medium and long-term that has an extraordinary effect on the image of our business. That means giving our workers the tools and adequate training to carry out their activity and providing support to make sense of their work, so that it can be related in some way to the meaning of the worker's life.
Any worker who comes to an organization, either because it was there where they wanted to work, or because it was the only thing they got, must reach the full conviction that what they do makes sense and adds value to someone, that the right attitude makes a difference and that only by putting passion and enthusiasm can you stand out as a servant of excellence.
The Synchroservice model is based on the synchronicity process that occurs as a result of the alignment of the component elements of a system. It is assumed that an organization where all the elements are aligned generates a magnetic effect on the goals, that is, the organization gets closer to the goals and the goals get closer to the organization. How does this work in practice? Imagine a sports team whose players are deeply aligned. His mere presence on the field infuses an energy and a devastating effect on the opposing team. This effect not only happens that your players produce the plays necessary to win, but the opposing team makes the plays that are needed to lose. When the team makes the plays that bring it closer to victory, the team gets closer to the goals.When the opposing team makes mistakes, the goals move closer to the team.
The alignment of team members around a shared vision produces a profound effect of synchronicity that allows a connection on a level that Deepak Chopra calls Uncircumcised and physicist David Bohm calls Involved Order.
This connection process is transferred to the service and can allow defining a service with a high level of synchronicity, where the client participates as part of the organizational whole. This connection allows us to discover the client's needs at a much greater level of depth than usual and from there, to obtain a higher level of satisfaction as a result that perhaps we can conceptualize as a kind of pleasant complicity. Complicity occurs as a consequence of the fact that there is a kind of shared secret between client and server and the pleasure of fully satisfying the needs and expectations, with little emotional wear on the client.
3. THE CUSTOMER AND THE ICEBERG MODEL
The customer's needs have a behavior similar to that of an Iceberg. As is known, only a small part of the iceberg remains above the water level, in view of those who sail in the same waters as these. The rest, which corresponds to the vast majority of its mass, remains hidden, under the water level. Any sailor should know that this mass is there even when he does not see it, otherwise he runs the risk of what happened to the Titanic.
In the case of service, clients only show a small part of their needs, the most obvious ones for the rest, and the rest remain hidden from the server's view. However, a server who does not want to suffer the same fate as the Titanic, must know that those needs are there and that in some way they must be at least intuited, if we really want to provide a service that the client remembers forever and that projects us long-term as reliable servers. The important thing is that this hidden mass of needs will not appear before our eyes in any way, since normally the client does not want, should not or cannot reveal them.
Behind each client there is a story, an accumulation of motivations and an enormous amount of problems, doubts, anguish, worries, etc. Each one of us, by becoming a servant, has the opportunity to change the mood or attitude of that person and possibly contribute to improve something in their life and that is the greatest reward to which any person can aspire.
The only way to get to know something of that hidden mass of needs and stories occurs if we are attentive to each and every one of the client's conscious and unconscious expressions or gestures, their non-verbal language, their more subtle physiological changes and those small details that would escape if it weren't for the fact that we are really aware of him.
From there, a process of empathy must take place, which must provide a limbic connection (the brains of the client and the server enter into resonance), which is subsequently followed by a spiritual connection that is generated in the non-circumscribed sphere, and where all the information we want to obtain about our client begins to come to us, in a natural way, almost as if we were reading their thoughts.
This immersion in the hidden world of the client allows us to offer exactly what he wants to obtain and allows him to feel comfortable and identified with the server. When this process occurs naturally, the client identifies with the server and feels a strong feeling of gratitude towards him, which makes him look for it the next time, as he feels comfortable. However, a SINCROSERVICIO organization must have all its servers prepared to provide this type of experience, since if it does not run the risk that the client becomes a client of a particular server and not a client of the organization as such.
4. THE CUSTOMER'S PERSPECTIVE
There are some examples that allow us to see how this new customer perspective works. Suppose you. that one of his co-workers, something heavy and who also dislikes him, gets married, and all his co-workers decide that each one makes their gift individually. The question is, would you tell him. to the seller of a gift shop who is looking for a gift for a guy who dislikes him and that is why he does not want to spend a lot of money, why is it not worth it? Possibly, in most cases that information is kept in the mind of the client since he does not dare to externalize it. However, imagine now that the server senses that you. you are not very convinced of having to do that and offer you an item cheap enough not to compromise your budget, but at the same time representative,so that the person who receives it, does not get the impression that said gift was bought just to get out of the commitment. How would it feel? Surely very good and I would be delighted to buy again from that seller, and possibly from that store. A new similar experience would generate in the customer a reaction of loyalty and loyalty towards that business, which would be exactly what today's service companies are looking for: Customer loyalty.what would be exactly what today's service companies are looking for: Customer loyalty.what would be exactly what today's service companies are looking for: Customer loyalty.
Now, the above is not an isolated situation, how many times do we not arrive at a pharmacy and want to be treated in total discretion, because we do not want anyone to know what we are buying? How many times are we not going to buy a product or service And we have the money to buy extremely cut? How many times are we not going to buy something accompanied by another person and what we want is to let ourselves be seen in a certain way before our companion? We are sure that in each and every one of these situations we would be willing to find a server capable of discreetly connecting with our needs and helping us to satisfy them without cumbersome questions.
On one occasion, working in a Customer Service program with a leading bank in Venezuela, I had the opportunity to learn a real story, told by a participant in one of the workshops we were giving, where the importance of the role was very clear. of the server, when it is able to connect deeply with the needs of the client. It was 1994, the year when a terrible financial crisis broke out in Venezuela, which ruined a huge number of banks, which were intervened by the Government. The clients of the Banks immediately went to look for the most solid Banks, in order to protect their money, which served to exacerbate the crisis of many small Banks, which were swept away by the current of mistrust.
This also created a service crisis in the receiving banks of these masses of clients, which were invaded by said clients and began to collapse in their processes. Many Banks immediately began to develop Quality of Service Programs in order to respond to customers who complained about the bad treatment they were given. Additionally, the government decided to exercise a strong exchange control, to prevent the flight of foreign currency, which made the financial crisis grow.
All these events discussed here created great anguish, unease, and dissatisfaction in Venezuelans, which even produced in many of them the desire to leave the country.
One of the requirements that were established to grant preferential dollars to people who traveled, was to appear before a Bank, with travel documents, tickets and valid passport, so that said Bank would allow the purchase of up to a pre-established maximum of currencies, which they were also recorded on one of the pages of the person's passport.
The person who told the story was a young woman who worked as a promoter for the Bank's Main Agency, located in the Building where the Bank had its administrative offices. The fact is that a lady, who was traveling to Spain, a couple of days later, with the possibility of staying in that country, went to that Agency to buy her quota of dollars and is attended precisely by the young woman in question, who does everything the procedure, but when he comes to return the documents to the lady and give her the currency, she notes with deep concern that the lady's passport is not there. Anguished, the young woman searches the entire office unsuccessfully for the passport and discovers that the passport is not in any part of the process and that probably someone took it by mistake or who knows why.When he transmits the information to the client, she breaks down in tears and in the midst of frustration she shouts about the irresponsibility of the young woman who lost her document and possibly led her to miss her trip. The young woman, in an act of deep courage and understanding of the lady, tells her that she is willing to do whatever is necessary to solve her problem and asks for her telephone number, to communicate with her as soon as she has a solution and that that would happen no later than the next day.that she is willing to do whatever is necessary to solve your problem and asks for her phone number, to contact her as soon as she has a solution and that this would happen no later than the next day.that she is willing to do whatever is necessary to solve your problem and asks for her phone number, to contact her as soon as she has a solution and that this would happen no later than the next day.
The young woman goes to her immediate manager, explains the situation and requests two days off on account of her vacation, in order to solve the problem of the lady. The Manager agrees to the request and the young woman goes to the Offices located in the building, in order to find someone who had a relative or acquaintance in the Immigration Office, where the passports were issued. After going through several floors, he finds a Bank Executive, whose sister worked in said Directorate and once the situation is known to him, he decides to help the young woman, given the will shown by her and puts her in contact with her sister, who in turn, he communicates with the Director of Immigration and he decides to help the young woman solve the problem.
That same night, the young woman calls the lady and tells her that she will look for her the next day so that they are at the opening time at the immigration office, in order to obtain the document, which was totally canceled by the young man, who assumed all the costs of the document. Once the same has been obtained and having already entered the information on the currencies obtained by the lady, the young woman agrees with the lady to take her herself in her car to the Maiquetía Airport, in order to make a final gesture of kindness to her, seeking to make up for the mistake made.
The next day, when the lady is saying goodbye, she says to the young woman: “before I go I want to tell you something that is very important to me, I was leaving the country, because with everything that has been happening lately, I thought that This country was not worth it, however, with your attitude, you showed me that in this country there are very valuable people and that it is worth continuing to fight for it. I have changed my decision not to return thanks to what you did and you cannot imagine how important that is to me ”. A few months later, the young woman was promoted to Supervisor of the Agency and soon after became Manager of another Bank Agency. She turned a huge mistake into an opportunity to grow, thanks to the fact that she connected in a special way with the lady.
In the end, the Sincroservice process becomes a dance where client and server dance to the music of excellence in service.
This story also shows that behind each client who comes to request a service, a whole world of needs is hidden, which one often does not imagine and that with his attitude and his work can help to satisfy and that even in many opportunities not are directly related to the service. A server must be aware that each client that comes in front of him becomes a huge opportunity to help someone and grow as a human being.
We must be clear that when a client sits at a table in a restaurant, the only thing we know is that he at least wants to satisfy a food-type need, that when he enters a pharmacy he surely wants to attend a health need, that when he enters to a cinema you want to meet a need for fun or recreation, that when you buy a ticket on an airline, you want to meet a need for transportation, but in each and every one of these cases we must be attentive to their expressions, physiology, movements, expressions, etc.It is there where the true keys are that will allow us to start the connection process that will take us to travel to the depths of the rest of the needs and hidden motivations that the client wishes to satisfy in addition to those that are clearly present in each and every one of the cases exposed here. It is the responsibility of the server to start that trip, which can begin with a simple phrase, such as: "Good morning sir, welcome to our store, how can we serve you", said in the right way, with the right intonation and with The proper intentionality can serve as a kind of connection mantra that allows us to successfully walk the path of the desired connection.which can begin with a simple phrase, such as: “Good morning sir, welcome to our store, how can we help you”, which said in the right way, with the right intonation and with the appropriate intention can serve as a kind of mantra connection that allows us to successfully travel the path of the desired connection.which can begin with a simple phrase, such as: "Good morning sir, welcome to our store, how can we serve you", which said in the right way, with the right intonation and with the appropriate intention can serve as a kind of mantra connection that allows us to successfully travel the path of the desired connection.
Sometimes we see life as something temporary. That attitude makes us miss the best things in life that happen every day and we also feel that our life has no meaning.
5. COMBAT THE "MIENTRASTANTISMO"
A well-known custom among human beings is to live in a kind of suspended animation, where the present has no meaning and we live hopefully in a future that has no connection with the actions we perform every day. I have wanted to call this phenomenon “MIENTRASTANTISMO”, since it is based on thinking that what we are doing today is “Meanwhile”.
We can observe this, when sometimes, talking to a friend we meet, when we ask him, Where are you working? We get the answer, well, now I am working in a bakery, but that is in the meantime I get a better "little job". Sometimes it is meanwhile I study at the University, meanwhile I become a millionaire or meanwhile I decide what to do with my life. That attitude generates an attitude of seeing life as something provisional. We do not assume commitment with what we do and therefore we are not interested in the client who arrives and requires our services. In the end, what does it matter? Overall, that is in the meantime and now, it becomes an element that is not worth considering. With the while attitude,We miss the best things in life that happen every day and we also feel that life has no meaning.
Worst of all, we apply the same model in practically every aspect of our lives. The couple is meanwhile the man or woman of my life appears. The house is a ranch where we live in the meantime we get a better house. We eat something to fill our stomachs meanwhile we get money to eat better. The bad thing about it is that sometimes the years go by and that provisional life becomes definitive by force of habit and we feel a deep sense of emptiness that we are unable to fill. We miss the best moments in life and in the end when there is nothing to do, then we feel sorry for not having enjoyed it.
When a server has a while attitude, their ability to connect is practically nil, since they do not make sense of what they do and their motivation and energy levels are extremely low. The first step that a server who wishes to participate in the world of synchroservice must take is to understand their current reality, assume it and begin to enjoy it and from there, they will be able to begin the connection process that allows them to develop a adequate relationship with its customers, suppliers and related parties.
6. BE PRESENT: THE CONNECTION WITH THE CUSTOMER
All the Quality of Service, Customer Service, Excellence in Service programs, or whatever we call them, coincide on one fundamental point: we must pay extreme attention to the client, that is, we must make them feel that we are present, that we are there with him. This fundamental principle now becomes more relevant when we try to carry out the connection process that leads us to understand silently, but heartily, their deepest needs, without putting it in evidence or in a state of alert.
It is by being present that we can initiate the dance of sincroservice. Our presence in front of the client requires practicing aspects such as:
- Being convinced that what we are doing gives meaning to our lives, since it allows us to be useful by being able to serve others Use an opening mantra, which can be a cliché or a message that draws customer attention with regarding our presence there to assist you. That mantra helps focus our attention on the client and quiet our distracting thoughts. Remember that a greeting is not only a courtesy rule, but the first and sometimes the only opportunity we have to make a connection with that client in front of us. Concentrate all our attention on the client, placing special emphasis on observing their face, their gestures, their verbal and non-verbal language and any external sign that could convey information about their needs.To carefully observe their reactions in order to adjust our behavior to them, generating in the process an element of empathy that makes the client feel that we are putting ourselves in their place.Do not ask beyond the usual questions that allow to refine certain aspects of the service that the client wishes to receive, in order not to be inopportune Establish a synchronization of movements that allow a higher level of Client-Server identification, which serves to reach the level of Rapport (mirror effect, but not imitation). think in the client's terms by doing small tests that allow us to verify whether or not we are on the right track and validating their answers with those that we would give in order to establish their synchronization.From this point on, the connection must occur naturally if we have carried out this process with genuine interest and we assume the commitment to satisfy the needs and expectations of the client as if they were ours.
How do we know if we have reached the goal? Very simple, Client and Server must feel as if they have known each other for many years and there will be that feeling of accomplice and that satisfaction of having helped a friend solve some important problem in their life.
When the spiritual connection occurs in the non-circumscribed realm, client and server become one and information flows unhindered.
The feeling that this leaves behind is of a level of satisfaction that is difficult to describe, but although we cannot do it, we have all felt it at some point and we are sure to be able to recognize it as soon as we feel it again.
All human beings when we find meaning in what we do in our work lives, we are able to enjoy the Dance of Synchroservice.
7. FINAL INVITATION
The Sincroservice model presented here has a truly fascinating field of application capable of generating enthusiasm and satisfaction capable of transforming the service of any organization.
If you. want to create an organization that stands out for the service provided, the Sincroservice is a way to differentiate itself. This differentiation occurs because even when we apply the same principles, the motivating elements of each organization are different and the people who make them up are different, so the behaviors will be in accordance with the elements and principles of each organizational culture.
Although it may seem like something difficult to apply, synchroservice is possible and the results can be extraordinarily surprising, generating the loyalty that managers and directors who are committed to applying Service Excellence Programs are looking for today.
We invite you. and your organization to make customer service the religion of your organization and to commit to the generation of a culture of sincroservice that allows the enjoyment of the activity carried out by its workers and customers.
Remember: "he who does not serve to serve, does not serve to live." We are waiting for you at the Sincroservicio.
IT MAY BE THAT LIFE IS NOT THE PARTY
WE IMAGINE, BUT SINCE WE ARE HERE IT IS BETTER THAT WE DANCE !! ANONYMOUS
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