The Power of A “Yes, And” Mindset in Customer Service

One of our most important roles in OIT is approaching our work with a customer service mindset. Lee Ann Crochunis, Deputy Director emphasizes the value of saying “yes, and” and explains how this mindset contributes to the agency’s success. She also shares stories and practical strategies that OIT team members can use to improve their customer service approach.     

Embracing a "Yes, And" Culture

Embracing a “yes, and” mindset is not about agreeing to everything. Instead, it’s about starting with an idea’s potential, then working to understand the issue at hand to drive momentum to solve key business needs.

“I believe having a ‘yes, and’ mindset means that we approach things asking, ‘What can we do to help achieve a task, objective, or goal?’,” Crochunis said. “It’s about thinking outside the box, beyond what we normally do, to find ways to make things happen.”

A recent example of this in action within OIT involves a concern regarding a security vulnerability in a critical system. Mike Reynolds, IT Security Lead at OIT, was approached to fix the issue, and adopted the "yes, and" mindset. He collaborated with this team to explore various options, eventually implementing a solution that not only addressed the security concern but also improved the system's overall efficiency. This proactive approach not only secured the system but also reinforced trust between OIT and the other department, without simply “taking an order,” which limits exploration of all potential solutions.

Practical Strategies for Fostering a Customer Service Mindset

Cultivating a strong customer service mindset is crucial for building lasting relationships and driving mission success. Crochunis shared three practical strategies to adopt a customer service mindset:

1. Make the Connection

   Instead of redirecting inquiries to other groups, take the extra step to connect the person with an individual within the redirected group who can find the answers they need. 

   Example in Action: 
   If you receive a request for assistance that is outside your ability or team’s expertise, don’t ignore the request! Rather than simply telling the requestor that they need to contact another area, take the time to find a person in that area and connect the requestor directly with that person. Including both parties on a response email is quick and easy, making this small connection goes a long way for the other person.  

   As an example, Leah Nguyen and Savannah Huttenberger identified an IT project that missed the required Governance review. Rather than simply pointing the project team to the requirements, they guided the team through the process, ensuring timely completion and a successful presentation to the Governance Review Board. Their proactive approach earned them appreciation from the project team.

2. Ask "How Might We?"

   Often, our first instinct when faced with a request or a problem is to fall back on our historical approaches and established protocols or processes. Taking the time to ask ourselves “how might we” fosters a collaborative and solution-oriented approach. It encourages team members to think creatively about how to address a problem and emphasizes the collective effort ("we") rather than passing the problem along. Further, it opens us up to the possibility that our processes and approaches can grow to meet new circumstances or changing needs.
   
   Example in Action: Innovating Through Collaboration
   When Enterprise Systems Solutions Group (ESSG) was tasked with integrating a new policy management system, they organized a brainstorming session with various stakeholders. Instead of focusing on the limitations, they asked the team of stakeholders, "How might we ensure a smooth transition without disrupting daily operations?" This question led to the development of a phased rollout plan that minimized downtime and ensured a seamless integration.    

3. Leverage Collective Knowledge

   When faced with a problem, don’t hesitate to reach out to others who have faced similar challenges. This might involve dissecting a problem into pieces and identifying others who have handled a particular piece of what you are facing. Make and maintain connections across the agency to tap into the collective experience and find potential solutions together.
   
   Example: Building Bridges Across Teams
   During a complex data migration project, Jane Thompson, a Senior Data Analyst, encountered an unexpected issue with data integrity. Rather than struggling alone, she reached out to her colleagues in the Data Governance team, who had previously dealt with similar challenges. Their input helped resolve the issue quickly and efficiently, demonstrating the power of leveraging collective knowledge.

By embracing a "yes, and" culture, making connections, leveraging collective knowledge, and practicing empathy, OIT team members can significantly enhance their contributions to CMS’ success. These strategies not only help improve internal operations, but also ensures each of us in OIT play a pivotal role in supporting the broader goals of the organization, helping to earn the trust and appreciation of those in CMS who rely on us for our services and products.