“This situation has forced us out of our comfort zone, it has changed us, and the return has to be different. I think that emotions are going to play a fundamental role and I have no doubt that if we want, we can turn this situation around“, says Catalan. But, how can we do it?
1. TRANSPARENCY WITH THE TEAM
Leadership will change and a different management of the team will be vital, with dialogue and transparency.
2. TOTAL INVOLVEMENT
In the new times that are coming, half measures will not work. The entire team will have to be 100% and whoever is not involved cannot be there. Individual and team training will also be necessary.
3. EMOTIONAL ACCOMPANIMENT
More than ever, we must work empathy and closeness. It is something that we will all need. In addition to offering a safe space, we need to provide our clients with a space where they feel comfortable and understood. “It is what is known as OMOTENASHI, a Japanese philosophy that means‘ hospitality ’, which goes beyond good customer service. We already believed in this, in personalizing accompaniment from the heart, in the importance of a true smile, “says Catalan.
4. CREATION OF SPACES
In addition to all this, the way we take care of our work environment and our personal appearance will also have an impact on the customers. The cleanliness and the small details will be decisive.
In conclusion, according to Catalan, “everything goes through a why and if you look for it you find it. It is essential to know ourselves because what makes us weak also makes us stronger ”, he concludes.