Tag Archives: customer service

What Good Looks Like

Many Odyssey Teams programs culminate in a closing that involves Tipping Points. Participants are instructed to author an original quote to be dispersed to their team over the course of the coming weeks as a vehicle of continued learning from one another. Here at Odyssey, we have the privilege of reading each submission as they are entered into a database. And some of them are too good not to share.

“The excitement of our youth customer will last a lifetime and be a constant reminder of ‘this is what good looks like.’”

Odyssey Teams’ – The Business of Giving™ programs accomplish a lot of good. As a result of the Life Cycles program, children who have grown up in scarcity receive the unexpected gift of a brand new bicycle. Never before ridden, built especially for them, with no strings attached. The smiles and joy that result are unmatched, and the memory of that day lasts far beyond the shininess of the frame. Because of the Helping Hands project, a Philippine man who lost his left hand while operating a rice-milling machine is given a prosthetic hand free of charge. In that moment, he is handed freedom, accessibility, and improved prospects for work and provision for himself and his family. The gift of the prosthetic extends far beyond just the individual’s life – rippling out to impact his family and community.

These programs allow participants to access the potential of their heads, hands, and hearts to build a better team, a better organization, and a better world. When participants return to actual life and arrive at the office Monday morning they know what ‘good’ looks like. As they interact with coworkers, converse with clients, and add their piece to the puzzle of an end product, they are cognizant of ‘good.’ They have experienced good, felt good, and participated in good – and they are not likely to forget it.

Listen Up

Many Odyssey Teams programs culminate in a closing that involves Tipping Points. Participants are instructed to author an original quote to be dispersed to their team over the course of the coming weeks as a vehicle of continued learning from one another. Here at Odyssey, we have the privilege of reading each submission as they are entered into a database. And some of them are too good not to share.

“Listen.”

Consider the following situation. Walk into your neighborhood coffee shop. Order the usual. Barista hands the drink across the counter, and says, “Enjoy your latte!” Your response – “You too!”

How often do we speak without out hearing? Give responses before even processing the question posed, or offer an opinion without registering the initial statement? We make assumptions based on our own experiences and habits, and reflexively speak without taking the time to truly listen and process. Which is mildly embarrassing, but totally fine in the case of wishing your waitress a good meal. But not so ideal when the stakes are higher, the relationships more established, and the subject matter a lot more volatile.

Just as problematic is the opposite – speaking after thinking a bit too much. In conversation, our attention is split between what is being said and thinking about how we will respond – and often disproportionately towards the latter. I’m so busy listening to the little voice in my head as it figures my insightful, witty, or definitive next statement that I forget that I’m supposed to be listening to you. Equally dangerous as not thinking at all.

Headed into the next week, may we take notice of our communication patterns, and seek to improve the ways that we listen and speak. May we seek not just to be heard, but also to listen to those with whom we work, play, and live.

Odyssey Client, NetApp is named “Third Best Multinational Work Place”

Thumbnail image for NetApp.jpeg
Odyssey client, NetApp was just given the honor of “Third Best Multinational Work Place” according to greatplacetowork.com. We are extremely proud, yet not surprised. Over the years they have been enthusiastic participants in our Life Cycles and Helping Hands programs. Throughout our partnership we have helped them deepen the individual and organizational ‘Why’ of their work. This has provided a more powerful perspective and context for answering the ‘How’ questions they strive towards:
How can we be more collaborative?
How can we be more innovative?
How can we improve quality?
How can we be more customer-centric?
How can we give more to the community?
They worked on the answer to each of these, and the by-products have been incredible amounts of bicycles built for (and given to) under privileged children and hundreds of prosthetic hands funded and built for amputees in developing countries. While other companies might do a charity event to check the box, NetApp understands the connective element to character, culture, contribution and customer. These Four C’s are the building blocks of innovation, quality, customer-centricity, and community – and NetApp is not afraid to talk about it. Odyssey Teams has provided the structure and process for them to do this powerfully.
Not surprisingly, NetApp is now where people want to work and where they want to do business.
Well done, NetApp. The world is watching. Way to use your heads, hands and hearts!

Philanthropic Deed Four Times Over

Philanthropic Team Building.jpgPhilanthropic deed four times over.
The Odyssey Team divided and conquered last week in Texas, North Carolina, Michigan and Washington with one committed company. This company’s non-profit foundation is the largest in the world and today they leveraged both good deed AND developed their organizational culture. They were psyched with the approach and outcome of the Helping Hands Program, as well as the combination of business simulation and Charity. Conducting concurrent sessions in these states with their employees was a way to get them all on the same page without having to fly them all in to the same place. They found it easier to fly four of us to four different locations than to send 200 of them to one location. Collectively, we built about 60 LN-4 prosthetic hands and built a more committed team who is better focused on Customer Service through excellent delivery.
A company as big as this needs lots of small nudges to make a turn. The participants felt that nudge and are in turn pushing a little harder themselves. Look for great things from this ‘Ship’ in the near future. Any guesses who it is? Hint: Don’t let the nautical metaphor fool you. This ‘ship’ holds about 94,000 employees as of June 2012. A thousand new ones went through Odyssey’s Life Cycles program in July.
Bill