Dealing with team members who do not practice customer-centricity can be a challenge, but there are several strategies you can employ to address the issue. Here are some steps you can take:

  • Clarify expectations: Ensure that all team members have a clear understanding of what customer centricity means within your organization. Communicate the importance of customer focus and explain how it impacts the team’s success.
  • Lead by example: As a leader, demonstrate and emphasize the value of customer centricity in your own actions and decision-making. When team members see your commitment to putting customers first, they are more likely to follow suit.
  • Provide training and resources: Offer training sessions or workshops focused on customer-centricity. Provide team members with the necessary tools, knowledge, and resources to understand customer needs and expectations. This could include customer research, feedback mechanisms, or customer journey mapping techniques.
  • Foster a customer-centric culture: Encourage open communication and collaboration among team members. Create an environment where customer-centric ideas and suggestions are welcomed and rewarded. Celebrate and share success stories that highlight the positive impact of customer-centricity.
  • Offer feedback and coaching: Provide regular feedback to team members regarding their customer-centric behaviours and performance. Offer constructive criticism and guidance on how they can improve. Offer coaching and mentorship opportunities to help them develop the skills needed to be more customer-focused.
  • Set goals and metrics: Establish goals and metrics that align with customer-centric behaviours and outcomes. Monitor and evaluate individual and team performance against these metrics, and provide feedback accordingly. Recognize and reward those who consistently demonstrate customer centricity.
  • Address underlying issues: If a team member continues to neglect customer centricity despite your efforts, it may be necessary to have a one-on-one conversation to understand the reasons behind their behaviour. They might be facing challenges or have different priorities. Address any concerns or obstacles they may have and explore solutions together.
  • Consider consequences: In extreme cases where a team member consistently fails to prioritize customer centricity and disregards the organization’s values, you may need to consider disciplinary actions or reassignment to a different role.

Remember that changing behavior takes time and effort. It is important to provide support, resources, and ongoing reinforcement to help team members understand the importance of customer centricity and adopt it as a fundamental part of their work. 

Take a deep breath and dive to create a motivating culture for Customer Success: