Author: Scott McKain
On a recent flight, at almost every stop along the way, the airline I had chosen reminded me that I was flying with “the best” So can you over-compliment your CX. Airport signage told me…the CEO appearing on the pre-flight safety video told me…the flight attendant announcements told me…well, you get the picture. The problem […]
On a recent flight, at almost every stop along the way, the airline I had chosen reminded me that I was flying with “the best” So can you over-compliment your CX. Airport signage told me…the CEO appearing on the pre-flight safety video told me…the flight attendant announcements told me…well, you get the picture.
The problem was that I got a whiff of an attitude from the airline’s team that reeked a bit of, “You are so fortunate to be our customer and have the privilege of encountering the best team in the business.” It is an arrogant aroma that no customer finds pleasant.
I started wondering from a CX leadership perspective — can you compliment your team to such a degree that it becomes a detriment to the delivery of an Ultimate Customer Experience®?
I came away thinking, “Yes, you can.”
When customer-facing team members hear the same praise repeatedly to the point that they become immune to it or start to believe that they are infallible, your message gets lost. And when all the preaching about being “the best” starts to feel insincere, it can do more harm than good.
Think about how you react when someone gives you a compliment that feels forced or fake — it doesn’t make you feel good, does it? The same goes for your team. Over-the-top compliments can come across as disingenuous, which will not help anyone feel appreciated or motivated. It can also have an unintended consequence: you breed overconfidence in your team that separates them from the customer rather than inspiring them to superior performance.
The key is to find a balance in your praise — give specific feedback that is sincere. Mix things up, so your team doesn’t get numb to the credit.
Genuine feedback goes a long way, and your team will be much more receptive (and responsive) to feedback that feels real and comes from a place of genuine appreciation.
Can you over-compliment your CX team?
Here are three steps to providing effective positive feedback:
Praise can breed over-confidence and even arrogance. It can also create a sense of entitlement. As the customer experience leader, you need to know how your team is receiving your compliments and adjust accordingly.
The customer experience is constantly changing, and your team needs to be able to change with it. If they’re getting complacent because they always think they’re already “the best” and do not need to improve, problems will start to arise.
The youth organization 4-H has always said it correctly with its motto: “To make the best better.” Every business should aspire to the same. Even when rankings proclaim you’re at the top of the heap, you can still get better at serving your customers.
Keep the praise coming, but make sure it’s balanced and sincere, so your team stays focused on providing the Ultimate Customer Experience.®
ARTICLE WRITTEN BY SCOTT MCKAIN
And, by the way, if you are really “the best,” you do not have to keep telling me. I will know it from the experience you deliver.
Contact Us at WeSpeak Global and follow us on Twitter
The articles, video and images embedded on these pages are from various speakers and talent.
These remain the property of its owner and are not affiliated with or endorsed by WeSpeak Global.
The inflexibility of the demands you place on yourself can make you unadaptable and Are You Making Demands. Our thoughts and beliefs shape the world that we live in. The inflexibility of the demands you place on yourself, other people and the world around you may mean that you don’t adapt as well to reality […]
Imagine this scenario: You are considered THE BEST in the world at your chosen profession – according to critics, peers, well known in the public – and suddenly you MUST change your career. Does this thought excite you, or terrify you? If it is YOUR choice, then it’s a great thing! If it’s doctor’s orders […]
“No doubt about it, the best speakers are good storytellers. The best writers are good storytellers, the best leaders are good storytellers, and the best teachers and trainers and coaches are good storytellers for Storytelling In Business. It might even be argued that the best parents are good storytellers.” Evidently, storytelling is not confined to […]
going through the Pondoland at 04h00 I listened to the voice note from Chris, a friend of mine who had invited me to join him on a MTB ride from Mboyti to Port Edward. Having hiked and run this section a few times before I was keen to experience it by bike, a sport I […]
How to handle COVID-19 working from home and These Three Mindsets Will Help You Thrive During Change With all of the uncertainty everyone is facing, there are three guarantees that you should expect : 1. Everything will take longer. Conferencing everyone in, trying to call into a customer service center, or waiting in line at […]
Vancouver, Canada | Disembarking On a beautiful sunny morning, the Captain brought Seabourn Odyssey alongside Canada Place in Vancouver at 7am. Long before the ship is cleared and guests are allowed to disembark, the activity begins. A massive fuel barge is brought alongside to refuel (bunker) the ship, and the quayside is lined with […]
As a seasoned frontline journalist and broadcaster, Mandy Wiener has a unique perspective on current affairs and A Country Worth Fighting For on how history unfolds in South Africa. Mandy has had a front row seat to the nine wasted years, the anatomy of the state capture project, the evisceration of state owned entities […]
Four Reasons Why Employees Manage their Personal Brands daily? It’s simple, really. They get the concept that every time someone has contact with you at work, outside of work, or on social media, one of two things happen: your Personal Brand is either strengthened or weakened by what you say or don’t say, and by […]
No results available
Our Mission
© All rights reserved 2025. Created using VOXEL THEME