Building understanding and connection between differing teams can be a challenge, but this approach made an impact
To make sure it continues to puts people and customers at the heart of everything it does, Stiltz Homelifts created the innovative Time in Other People’s Shoes (TIOPS) initiative. The scheme was developed to help employees truly understand what challenges and pressures colleagues have in their individual roles and to foster a great environment of closer collaboration and caring for one another.
Our CEO decided that he wanted to create an initiative to encourage greater levels of empathy and support among colleagues
By figuratively spending time in other people’s shoes, people see first-hand what it means to carry out the task of another colleague in the business and experience the commitments they face. For example, what childcare dilemmas might exist for those with young children, as well as understanding the pressure points of a particular role. It is also a useful and practical option for anyone wishing to move into a new and different role.
Understanding others
Kate Stevens, People Officer at Stiltz explains how the TIOPS scheme came about, “Following an employee survey, our CEO decided that he wanted to create an initiative to encourage greater levels of empathy and support among colleagues and the chance for people to truly understand what others go through on a daily basis.”
The Time in Other People’s Shoes initiative started two years ago and allowed people to experience the work of their colleagues, and take it back to their own role and team. Kate continues that the programme, “Has been highly successful with 100% of people who took part saying their experience was highly relevant and they would wish to have a further TIOPS experience.”
Diella’s story to help the sales process
Diella Dos Remedios’ position in telesales is an office-based role, booking appointments for the Sales Surveyors, qualifying the customers, and providing initial pricing information. It’s important she can build a relationship with these prospects before the Sales Surveyor undertakes their first visit, so she wanted to understand more about what goes on out in the field.
Diella did her TIOPS with Spencer Kendall, a Sales Surveyor for the company. She wanted to understand how Spencer converts these initial leads and what she can further do to improve the relationship between the customer and the team. Diella spent two days in the field with Spencer, visiting various customers and seeing how he worked collaboratively to achieve the best outcome.
Diella says that, “The on-site visit with our Sales Surveyor was a valuable experience providing insights into the daily work of our field-based advisors. The extensive knowledge and expertise Spencer demonstrated was impressive, and I returned from the visit with a wealth of additional information. I gained a deeper understanding of the lift installation process, route planning, and the product in a home setting. It really made me realise how important it is for me to build the best relationship possible before the surveyor visit. The first customer we visited, for example, had been let down by their previous supplier, so it was more important than ever that we gave realistic timeframes and the best advice possible.”
With regards individual needs of customers that need these kind of products, Diella adds that the visits made her realise how important it is for our surveyors to understand that.
“For example, on the second visit, the customer had a spinal injury and needed a lift for their three-level home. The customer ideally wanted our smallest lift, but that model wouldn’t work in their three-storey property, so we mapped out on the floor the space the larger model would take. The customer had made an assumption that the larger lift would take up much more space than it did, so this hands-on, visual approach really helped them to understand and ultimately purchase.”
This collaborative visit highlighted a natural process, rather than a sales pitch, that can be reflected in every interaction with the customer.
Better together
The Time in Other People’s Shoes (TIOPS) initiative demonstrates the profound impact of fostering empathy and collaboration within a business. By enabling employees to walk in their colleagues’ shoes, the organisation has cultivated a deeper understanding of roles, challenges, and customer needs.
This innovative approach has not only strengthened internal relationships but also enhanced the customer experience. As Stiltz continues to put people at the heart of its operations, TIOPS serves as an example of how meaningful initiatives can create a culture of support, learning, and shared purpose.
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