Be prepared; that’s their motto. Be prepared with a rope when you’re hiking, or with a first aid kit and canteen when out in the woods. That’s the stuff they taught us when I was a scout many years ago.
But their motto really stands for “always in a state of readiness in mind and body to do your DUTY”.
We customer service leaders can learn from their motto because there are at least 33 ways the Boy Scouts can improve your customer service. Here’s how…
We must be prepared:
1. For our customer to ask something of us we don’t normally do.
2. For a rush of unexpected business, the very same day we cut back on staff to save a few payroll dollars.
3. To forgo our mandated policies to satisfy a good customer.
4. To uphold our service standards no matter who is working this day
5. To have all our reports done a day ahead of the requested deadline
6. To be humble, because there is always someone better and more prepared than we are
7. To explain our product or service in the simplest terms so all potential customers can see why they need it
8. To anticipate what your customer may need before they even realize it themselves
9. To teach/train others so they can carry on our good work in our absence
10. To have the uncomfortable conversation(s) until it’s no longer uncomfortable
11. To challenge the status quo
12. Say “please” and “thank you” more
13. To remind our employees how important they are to the success of the business
14. To inspire others by our own actions
15. For our customers to hate the very same product we expected them to love
16. For the dreamers on our team to constantly ask “Why can’t we?”
17. To laugh, smile, and be silly, just because
18. To have a business plan that accounts for the unknown
19. To brush-off the nasty comments that were just hurled your way by an upset customer
20. For our employees to not have the same level of commitment as we do
21. To be generous and always give a little bit more
22. To forgive an employee for an honest mistake
23. For change, because it’s always coming
24. To lose a customer to the competition
25. To not try to be everything to everyone but instead focus on what you do best
26. For those with low self-esteem and try to help them raise it
27. To show customers your gratitude
28. To be impressed by the selfless actions of the employee you least expected it from
29. To add value to everything you do
30. To listen to your customers without interrupting
31. To let a great employee seek other opportunities and not try to hold them back
32. To fail because everyone fails at one time or another
33. To succeed and find ways to help others succeed too.
If you want to improve YOUR service, you sure can learn a lot from the Boy Scouts. They got it right. They’re prepared for the unforeseen situations that arise in their world and we should do the same in ours.
Question: Do you see the value in these steps and believe they will improve customer service standards in your business and the overall service mindset of your team? I hope so. Which ones do you feel are best?
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