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Can your team articulate what great service is?
Twist it up!

 

Stop! Reflect on service and this art!

 

I had my oil changed yesterday and every second of the experience was super positive…she happy to see me, energetic, checked in the back to make sure it wasn’t going to be too long, offered to back it out of the bay when leaving…never in a hurried annoyed way but as if she really wanted to be there! It was awesome!

How can you get every department, every team member to be this way?

Twist the conversation. By hand, Mattia Trotta starts with a skeleton and then wraps wire around it to create his beautiful sculptures. He twists and turns wire every which way to get the look he desires. As we all move to AI, virtual reality or just returning to normal, how can you brainstorm with your team to create the absolute best customer experience?

Let’s talk about

  • Mattia Trotta, twisted wire artist
  • Getting to ideas! RITx Course – Design Thinking: Ideation, Iteration and Communication
  • Twist it! Talk worst case and how to avoid it, then move on to best case.

Mattia Trotta

Trotta’s art inspires us to twist around our thinking. As explained in the article from My Modern Met, “The Iron Sculpture Master, by Eugene Kim, 6/12/2011, Italian artiest Mattie Trotta uses his mechanical engineering background to create amazing wire sculptures. One by one he uses his hands and welding to maneuver the steel pieces into beautiful twisted art. You can find his art in Florence and the Tuscany region. Just stunning!

 

Getting to ideas! RITx Course – Design Thinking: Ideation, Iteration and Communication

What a great suggestion! In the EDX course Design Thinking: Ideation, Iteration and Communication (RITx), suggests to create a group session with all types of expertise to come up with new ideas.

But, what do you do if the ideas don’t flow? What can you do to get the conversation going? 

The EDX class suggests talking about what you DON’T want to happen. By starting there, it opens them up to speak more freely, easily loosing up the conversation. The rest of the course discusses how to narrow down ideas and finalize the ideation phase. 

Twist it! Talk worst case and how to avoid it, then move on to best case.

Do the same with your entire team (not just customer service). Twist the conversation. 

  • Have them brainstorm things that they experienced that were examples of BAD service anywhere.
  • Then, have the team brainstorms things that DID or COULD happen right with your own customers.
  • Finally, now talk about how BEST to serve your customer. What are the big and small things you can do to make it a wonderful experience? 

Hopefully, pausing just a big to reflect on Mattia Trotta’s art, gives you a moment to think new about service. It can be hard to get team members to articulate and think creatively about service. Help them along by discussing bad service experiences first (twist the conversation).  Mary Furrie, Furrie Consulting 

Photo credit:  https://www.boredpanda.com/wire-sculpture-art/?utm_source=google&utm_medium=organic&utm_campaign=organic