How much time does your organization spend thinking about the service you offer through the eyes of the customer? Too often, we spend our time thinking about how “we” can improve our service without really looking through the eyes of the customer.
I had a recent experience with my local lawn company that reminded me of this point.
We have our lawn treated for weeds each year. Usually we renew over the phone and the company just shows up and applies the appropriate treatment. Until I have an issue that requires me to call I never hear from them. I thought that was pretty good.
Then this year, on the first treatment date, a young man came to our door and introduced himself by name. He indicated he was my technician for the coming year and wanted to review the order and ask if there was anything that he should be aware of to ensure he did a great job. He reviewed the notes from last year and made specific mention from those about a specific problem we had experienced and committed to work to ensure we didn’t have the issue this year.
WOW! In 1 minute he created a whole new level of relationship with him and the organization. Clearly it took more time to make the service call, but the resulting relationship is at a whole new level.
My Perspective: Look at the steps you take or don’t take through the eyes of the customer
