Engaging the Head, Heart and Hands of Your Brand: The Corvirtus Difference

We have learned a lot about great service and what it takes to deliver it during the past thirty years.  Service is not about steps of service, but personally connecting with customers so that they feel special and valued. Most important, we have learned that employees make a conscious choice to serve as “ambassadors” for your consumer brand. As the preponderance of mediocre service demonstrates, not all employees are willing or able to make this choice. 

Based on years of research and dozens of scientific validation studies, we have designed proprietary hiring assessments that truly make a difference when it comes to bringing aboard people with the potential to raise the bar on the quality of your customer experience. We call this unique, personal, underlying people factor, the Corvirtus Difference.  Others call it the “hospitality gene,” “the good soldier syndrome,” or the “it factor.” By any name, it’s about people taking care of people.  In the short descriptions that follow, five differentiating and compelling aspects to the Corvirtus Difference are defined.  Our hiring assessments have been explicitly developed to identify people who possess the heart of service.

Brand Ambassadorship Attributes:

1. We over me thinking - Your business needs people that think about things greater than themselves; namely, people who feel that they have a higher sense of purpose than simply fulfilling the duties outlined in their job description, people who are proud to be part of your team and are enthusiastic to help their teammates.  You will never hear a “we over me” thinker say something like, “that’s not my job.”
2. Setting the example - You want people who are willing to set the example and show courage when it comes to taking on challenging aspects of their jobs, such as tactfully handling a difficult customer. Seek individuals who are willing to step up to the plate, do what is needed and set the example for getting things done.
3. Going above and beyond – This is a big one.  As you well know, not everything that happens on the job can be defined within a formal job description or in a process and procedures manual.  Your business excels through people who are willing to do whatever it takes, even if it means going above and beyond their formal job roles, to serve your customers and their teammates. Going above the call of duty frequently makes the difference between a good and great experience.
4. Positive mindset – Positive people make positive things happen and resonate with your customers. Simply put, positive thinking is contagious and energizing. Positive employees tend to leave positive impressions on your customers.
5. Passion for people – Finally, brand ambassadors have a genuine passion for taking care of people.  They feel pride and belonging when they are able to make a difference in the life of someone else (even if this is simply helping a customer solve a problem).  This isn’t about going through the routine “steps of customer service.” This is about showing true care, empathy and hospitality in tangible ways that are meaningful to others.

All of the aforementioned qualities significantly contribute to the successful development and implementation of your brand as intended. At Corvirtus, we recognize that it is much more than simply “what” your people are doing that makes the big difference in the eyes of your customers.  It is also “how” they do what they do and, most importantly, “why” they are doing it.  It has to be for far more than the fulfillment of a job description.