River Condensed 2024

2024

The BlinkExperience

• We are aligned on optimal Blink order flow.

• We have an understanding of each Blink team member's roles and responsibilities - allowing for collaborative team solutions.

• We are all ONE TEAM and no one person or department is on an island.

THE BLINK EXPERIENCE PRESENTATION TAKEAWAYS

S. S Blink

Rough Waters Ahead

The Blame Game

Tone matters

Timely responses arerespectful

If you're on the river,you're on the same team

The Customer is notalways right but...

Proactive vs. Reactive Approach

Be a helper

Solutions Oriented Mindset

for smooth sailing!

Tips and Tricks

QUESTIONS?

If they are on the river, we are on the same team. Give people the benefit of the doubt. Intentions also matter and 99.9999% of the time, with our Blink Fam, intentions are always good. Give some grace to others in knowing that.

If they are on the river, we are on the same team

Be a helper whenever you can without sacrificing your Captain duties. Get the boat to the most complete form you possibly can within your section of the river and try to avoid it going back up the river- especially by more than one ‘dock’ because that’s where the real bottle necks and traffic jams happen on the river. Be a good neighbor and set your neighbor up for success.

Be a good Neighbor

An elevated client experience involves being proactive in our 'client' outreach rather than reacting when the client reaches out with a concern or issue. Look a couple steps ahead. Use common sense and big picture thinking which is just as important as the attention to detail. Don’t just go through the motions but think about cause and effect (if I do this, what could that do down the river / or back up the river)?

Proactive vs. Reactive Approach

Everyone should be responding same day to any request that comes through before 4pm. Even if it’s just “Received and working on it. I’ll be in touch XYZ. Have a great night”. This quick response takes only a few seconds and goes a long way. Everyone just wants to know they’ve been heard.

Timely responses are respectful.

Be cautious of who we are blaming when rough waters hit. The immediate focus is finding a solution rather than placing blame. Our Blink teammates and our Blink Preferred Partners should be protected from blame.

The Blame Game

Give people the benefit of the doubt. Intentions also matter and 99.9999% of the time, with our Blink Fam, intentions are always good. Give some grace to others in knowing that.

If you're on the river, you're on the same team

The Customer is not always right – BUT they have the right to be treated like they are. Communication is key – words and tone matter.

The Customer is not always right but...

Solutions Oriented Mindset

"No, but". Avoid saying ‘it can’t be done' to your client on the River. If something is not possible, offer a solution or two to your customer on the river.

Everyone has different forms of communication and that is great. Everyone can communicate with kindness and matching energy (ie...urgency with urgency recognized). A boss once told me – the person on the other line of the phone can hear your smile. They can also hear your frown – regardless of the words. The same goes for email.

Tone matters