Team performance is about achieving more through combined effort. While teamwork itself presents efficiencies for the pack, the activities provide powerful development to inspire and strengthen individual growth.

The most significant development begins by ensuring employees learn how to believe in themselves and learn how to express what they are capable of.

In sales and service, the first 15 seconds with a customer can’t be overstated. In those initial moments, every employee should be able to a) quickly demonstrate their ability to serve and b) establish their confidence to succeed.

Capability statements are as personal as individuals; they are not a job description and should not be scripted. Customers want to hear that the person serving them can relate to their need.

To begin a practice of using capability statements to enhance customer experiences, you’ll want to engage your team in a writing skills activity and sharing with each other for feedback and improvement. There are three parts to a capability statement:

• Your role. The purpose of stating your role is to confirm your expertise, i.e., what are you most proud of and how did you acquire this expertise?
• Role of your team. The purpose of stating your team’s role is to clarify the range of services you’re prepared to deliver and support.
• Value to customers. The purpose of stating your value is to create a recognizable link to each customer.

Your team meetings are the perfect opportunity to share experiences where using a capability statement at the start of customer interaction proved valuable to connections made.

If you would like to learn more about introducing Capability Statements on your team, please contact us at https://cf-pm.com/contact-us/.

Center for Practical Management helps companies achieve organizational goals and behavioral change initiatives through tailored consulting services, leadership coaching, employee skills training and marketing services. Learn more at www.cf-pm.com.