A common frustration many business owners face is that their team doesn’t “get it.” They are good at their jobs but often miss crucial steps that ensure clients are fully taken care of. They may not realize how their tone affects clients on stressful days, or they fail to go the extra mile to cover all the bases. They’re nice, but how do you help your team “get it” and elevate their performance?
What Does It Mean for a Team to “Get It”?
“Getting it” isn’t a skill set you can train. It’s an awareness—a deeper emotional connection to the work and its impact. Once someone experiences that awareness, it becomes ingrained. Helping your team “get it” requires them to emotionally connect to your work and see the significance it holds for your clients.
Laney remembers the exact moment she “got it” 15 years ago. At the time, she was a receptionist for a small estate planning law firm. Her boss, instead of reprimanding her for how she answered the phone, explained the emotional impact her role had on clients. This realization shifted her perspective entirely.
How Laney “Got It”
One Monday morning, Laney was asked to discuss her phone skills with her boss. Instead of being criticized, she was told that clients often call during stressful moments—after losing a loved one or facing illness. He explained how an abrupt or stressed tone could affect them. Laney immediately connected this to her own grandmother, and she “got it.” From that moment, she saw every client as someone’s family member who needed care and understanding.
Creating a Culture of “Getting It”
Laney’s boss never had to bring up her phone skills again. She had “got it.” Scripts and processes were created, but they only became valuable once Laney understood the emotional weight behind them. It wasn’t just a task anymore; it became a way of being that led to better client care and advocacy. Your team “getting it” can have the same impact on your business.
Helping Your Team “Get It”
How do you help your team “get it”? Simply explain what you do, why it matters, and who you serve. When your team understands the emotional connection clients have with your services, they’ll see clients as more than just a checklist. They’ll “get it” and become proactive in ensuring clients are cared for with empathy and attention to detail.
Empower Your Team to “Get It”
If you want to help your team truly “get it” and elevate their performance, explore our resources on fire.h50.us/~hrgnmpwr/dev2/ for valuable tips on fostering emotional awareness and delivering exceptional client care.
Champions of Your Continued Success,
Molly and Laney
