100% Customer Satisfaction is the first element and primary business goal of the Right-Minded Teamwork (RMT) model.
For any team and enterprise to succeed, customers must be satisfied with the quality of products and services provided. RMT focuses on guiding teams to consciously achieve this universal goal by identifying the processes and behaviors—the “right” way—that will consistently exceed customer expectations.
Identifying this clear, aligned goal is essential, as teammates need to see how their efforts contribute to the team’s overarching mission to remain motivated and effective. Without this focus, team members may falter or fail to fulfill their roles.
📝 Creating a Customer Satisfaction Plan
The primary justification for a team’s existence is to meet or exceed its customers’ expectations. RMT advocates a simple, practical process to create a Customer Satisfaction Plan that forms the basis of the team’s first business goal:
- Define Expectations: The team agrees on specific questions to ask customers (e.g., “What are the essential products or services you need?” and “Where are we meeting or exceeding your expectations?”).
- Conduct Interviews: Teammates conduct interviews, taking notes, reflecting on what they heard to ensure alignment, and asking if consistent delivery would result in 100% Customer Satisfaction. They also schedule a follow-up performance review.
- Team Discussion: The whole team reviews the interview results, asking clarifying questions to determine what they must start, stop, or continue doing.
- Commitment: Teammates agree on the final Customer Satisfaction Plan, which may involve modifying individual roles and responsibilities to better align with the goal.
This process ensures teammates clearly understand what satisfies the customer, allowing them to make the conscious choice to follow team-building practices and chosen work behaviors. Learning how to successfully address a dissatisfied customer is often modeled through concepts like the Right Choice Model (see: Right Choice Model).
🔗 Aligning Team Goals
Once the Customer Satisfaction Plan is in place, this strategy must be added to the team’s current business goals and aligned with the organization’s strategic plan. The team leader schedules a goal alignment meeting with their supervisor to present all team business goals, adjust any misaligned goals, and commit to demonstrable progress.
With business goals clarified (Element #1), the team moves on to ensuring Psychological Goals (RMT Element #2) are also aligned.
Action
Download the ebook package here at Right-Minded Teamwork
Buy this Paperback Directly from Us or from Amazon