I think we all know that many companies are seriously deficient in quality customer service. I know in any given week, I am horrified on at least a few occasions – either in person at a store or over the phone. This week, I called another major company and was on hold for over 19 minutes. Now, I know it’s not easy – and I know companies have good days and bad days, after all – companies are made up of people, not robots. I do, however, encounter 90% more bad interactions than good which, in my opinion, is far from acceptable!
What I think companies need to realize is that great customer service is not only customer-facing. To have a truly customer centric organization, customer service must be omnipresent. Leaders and marketers know how important customer service is – and they preach about it, write about it – many even hang posters on the walls throughout their building about it. What I think happens though is that they are instructing the front line staff on what to do and how to do it, but fail to practice what they preach.
I think we all need to take a step back for a moment and take a look around. Look at your company, your staff, your leaders?then take a look at yourself. Are you, yourself, delivering the best possible customer service? Not just external customer service (to your clients and vendors), but also to your staff and coworkers? How you treat your staff and coworkers is just as important as how you treat your clients. Additionally, the level of customer service should be the same on every level. Whether you are talking to the Senior VP of Marketing or the person you’ve hired to clean your office space. This also goes for your clients. For example, if you are a concierge, you may provide concierge services to a variety of corporate clients. Some may be much more influential and profitable; however, it’s important to realize that each and every client is equally as important.
By delivering the same quality customer service all around – you will find that you, yourself, are happier – which will make everyone you come in contact with happier. Good customer service is really easy. If you treat your customers and staff well, then you will be treated well in return. If you would like people to give you kindness and respect, then treat someone else with kindness and respect.
Treating others like you want to be treated is the key to success in both business and otherwise. So treat your clients, employees and even your competitors with honesty, integrity, warmth and respect and I guarantee you will see a difference.
