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The Tenth Step To Great Management
By Ron | January 30, 2010
The 10th step is to – Provide Customer Service. No… it is to provide “over-the-top” customer service. We all love to have great customer service ourselves, but rarely get it. When we do, we are usually a little surprised, but immensely grateful. One more time, here is what I have told my clients to do:
Do extensive research on what would make your customers say, “Wow!” You need to make your competitors obsolete by how you are going to treat your customers. Once you get the data, indoctrinate every employee in how to provide “it.” Do not, I mean, do not stop at your sales and marketing force – everyone in your organization should be serving the customer either directly or indirectly. When every person working for you has the new approach emblazoned in their minds and hearts, you just may have your secret weapon.
You can only get to this point by constantly reinforcing and recognizing the new behaviors. Do not by shy; repeat the mantra over and over again. Walk the talk. Show how it’s done by your own behavior. Let your people see how you are treating the customer differently. Include the new customer service values into the performance appraisal system. And….do not hesitate to say good-bye to those employees who just don’t get it.
Topics: HR | 1 Comment »
February 1st, 2010 at 1:12 pm
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