KQ Article

To meet the needs of the emerging Millennials generation, we need to change. We will have to apply new thinking, new practices, and new training. Such a transformation will require teamwork — and those responsible for educating and developing employees will be at the forefront of the effort.

Here are four suggestions for helping you successfully train your staff to effectively serve Millennials.

1. Share information and ideas in new and meaningful ways.

• Leverage informal learning strategies such as discussion groups, team meetings and reading lists (such as the list of relevant books on the back inside cover of the current Deluxe Knowledge Quarterly).
• Regularly search the web for articles, video clips, etc., and forward links to your team. Encourage team members to do the same.
• Use the Groups function of social media tools such as Yammer to facilitate virtual team discussions of important topics.
• Create a Wiki for your team to post and share ideas and resources.

2. Provide your team with online resources and the time to learn how to use those resources well.
While many of your team members are comfortable with online technology and social networking, others still are not. To get all employees technologically up to speed:

• Make training available to those who want to learn (or learn more) about available online resources. In doing so, consider the use of formal training, educational web resources (such as Squidoo), and/or peer mentoring.
• Allow your team time on the job to learn how to use online tools effectively.
• Ask team members to share ideas on how to best apply these online tools toward connecting with customers and members.

3. Educate your team about ways to deepen customer relationships — and be sure to solicit their ideas along the way.

• Many team members still see themselves as reactive customer helpers, not proactive customer partners. To help them see themselves in a more proactive light:
• Educate your team on Millennial traits, characteristics and expectations, and then empower them to develop ideas to connect with this group. Here are two YouTube clips to get you thinking along these lines:
  • We are the Millennials (Penn State)
  • What are Millennials Really Thinking?
• Hold regular team huddles to discuss strategies and results. Encourage the team to keep trying new methods, and to share those that work.

4. Set clear expectations that Millennial customers are highly valued, and must be welcomed and engaged. Setting goals and expectations isn’t a new concept, but it’s an integral part of creating organizational change. In your goal-setting, be sure to:

• Clearly define the customer experience you seek, along with the behaviors that will bring the desired customer experience to life.
• Set clear expectations to hold team members accountable.
• Provide consistent feedback and coaching to reinforce and reward expected behaviors.
• Establish consequences for not meeting expected behaviors and goals.

One last point. In addition to modifying the behaviors of your team members, you must also work to change the way you perceive your team as a trainer. Specifically, it is critical to begin viewing your team as educators, and not just customer service or sales representatives.

When you change the way you perceive someone, you cannot help but change the way you treat them. Your team members will notice the difference  — and so will the prospective Millennials that you are attempting to attract to your bank or credit union.

Like YouTube videos? Here are a few more you might find valuable:

• Jeffery Gitomer on giving value
• Jeffery Gitomer on being friendly
• Jeffery Gitomer on customers as friends
• Joe Calloway on service
• ABC News Money Matters report: Social Networking for Businesses