Tyto
What did we try to find out?
Tyto operates on a virtual business model where its teams work remotely both with each other and their clients.
As part of Tyto’s “Leap into Spring” initiative, the Pulse Business devised a new training module focussed on Client Service Excellence.
The teams (based across Europe), participated in a workshop examining the critical success factors driving service excellence which anchored on:
1. The five-star restaurant analogy as a guide in terms of how to achieve excellence in service delivery through effective communication, consistency and an absolute obsession with quality
2. Aligning personal values e.g. honesty, pragmatism, accountability to your professional role and how to elevate these with clients to increase the respect and appreciation that underpins the working relationship
3. Creating an individual ‘menu for success’ to bring their personal values to life as part of their day to day
Approach
Running for approximately five hours, each training session featured a range of real-life examples of client service excellence coupled with four practical exercises for the teams to follow. Clips from Apple TV’s The Bear provided a set of relevant anecdotes and a thought-provoking story line around “it’s never too late to change.”
The practical exercises involved a comprehensive review of Tyto’s service model to determine the ‘outputs’ most valued by clients and by the team themselves. Using a gap analysis, each team identified the deliverables which are within their power to shape and influence positively. In particular, the breakouts shone a spotlight on why client service excellence matters and how it connects with an individual’s self respect.
Alongside the analysis of the outputs, there was sufficient time to collect new ideas for the agency presenting an opportunity to rip up the rule book and re-think the way work gets done.
Outcomes
Each training session was measured using a single question pulse survey to determine how well the materials landed. The teams spoke positively about how refreshing it was to “tie real life and personal examples (together)” and how they enjoyed collaborating with one another to find new ways to sprinkle a little fairy dust on the work they do.
The opportunity to “look at the way we provide service through the lens of how service is delivered in another industry” was also felt to be very insightful.
To ensure that the investment and energy is not lost in the daily bustle of agency life, a checklist of client service excellence behaviours will be compiled to synch with the way Tyto operates and act as a handy reminder for the teams going forward. Each session has will help to shape and re-design Tyto’s Client Service Charter and recognise individual members of the team for their ongoing contributions going forward.
Energy, commitment, intelligence and enthusiasm are just some of the elements that make client service excellence attainable. We loved these training sessions because they gave our teams the opportunity to reflect on what they bring to the table and how they can increase their confidence to make clients more aware of the depth of their expertise. A key measure for us will be to track the impact on client retention. We’re more than optimistic that this elevation in service excellence will yield in ways that both benefit our teams and the businesses we work with as we head into another busy year.
Brendon Craigie, CEO Tyto