We just finished the “Official” Customer Service Week and just like Steve Curtin writes, “The Emperor Has No Clothes”.

He raises an interesting point about how employees act when the company president is on-site versus not.  People knowingly act differently, in order to be on their best behavior when the “top brass” is in town.  Things are cleaner, tidier and top-notch.  He uses very strong examples from a retail experience, but the premise holds true regardless of the industry.

1. Employees openly texting, emailing or surfing the internet instead of assisting a customer.
2. Employees taking a smoke break just outside the front door.
3. Employees complaining about their schedules, co-workers or other customers openly.

“What happens in most cases is that: a.) there are no credible standards in place to enforce; b.) even though standards are in place (usually in the employee handbook that hasn’t been cracked since each page was initialed during employee orientation), mangers are unaware of them or apathetic towards their enforcement; or c.) managers themselves engage in the same indifferent behaviors!”

Steve goes on to write, “Here’s a litmus test I like to use when determining whether or not an employee’s behavior is acceptable: If I were the division president conducting an on-site visit, would this employee behave the same way? Would his manager tolerate it then?”

I just had an unpleasant experience with a moving company in this regard.  As they loaded items on the truck, I noticed they’d packed the tall ladder needed to gain access to shelving space overhead in my garage.  When I questioned them, the lead said he’d find someway to get up there.  “I’ll just climb up there.”  I asked him not to as it wasn’t strong enough to hold him.  I’d be right back with another ladder.  As I started to leave, I noticed him push on the top lid of the chest freezer in the corner.

When I got back with the ladder, the shelves were completely empty.  Hhmmm, interesting.  No one confessed as to how they got everything down until we got the other location.  Upon unloading the freezer, it had a huge dent in the lid where he stood to get to the shelves.  Now we’re arguing about replacement.

Customer Service Week isn’t just one week out of the year.  It needs to be every week.  Act like I’m the president of the company or he’s there looking over your shoulder.  Do the right thing regardless.  Every chance you get.

M

Posted under Customers, Employees, General, Leadership, Shareholder Value, Value Proposition

Loyalty comes in all shapes and sizes.

When you think of loyalty, you might think of a loyal companion – like a dog.  You might think of a close friend or you might think of family or your country.  Loyalty truly does come in all shapes and sizes.  All kinds of flavors from all kinds of directions for all kinds of reasons.

The common denominator is the underlying emotional connection loyalty inherently triggers in all of us.  It’s a feeling, it’s emotional, it’s palpable.  There may be reason and logic behind it, but not always.  It just feels right.  It fits.  It’s the commitment I have to you – personally.  It’s a connection.

It’s a connection tailor made to fit me and who I am.  When its all said and done, I will stand by you, turn to you, go to bat for you because of our relationship.

Because I trust you.  I trust you to take care of me and  my needs if I asked.  And I would do the same in turn.

Throughout this week, I hope you built or strengthened those relationships.

You Smiled, You Listened, You Asked and You Partnered Well.

I choose my experiences with you over anyone else.  Thank You!

M

Posted under Customers, Employees, Leadership, Shareholder Value, Value Proposition

You Gotta Dance With the One That Brought Ya!

I don’t care if it’s the Tango, Box-Step, Mambo, Jitterbug or Two-Step, it all takes coordination and a lot of practice to get it right.  To be fluid, to be graceful, to anticipate, to flow.  Finding the right dance partner and committing to “getting it right” takes fortitude and stamina.  I’m not in it for the short haul.

I want a partner that matches my current abilities and yet can grow with me.  One that will be willing to learn with me.  I want to dance all of the dances, not just the Mambo.  I want to be able to choose whether or not to sit out a dance, but not because I don’t know the steps.

Partner well – It makes a difference.  Learn the steps your partner needs in order to be fluid, graceful, to anticipate and to flow.

Let’s Dance!

M

Posted under Business & Process Innovation, Customers, Employees, General, Leadership, Value Proposition

I got it.  I don’t need any help.  No, really, I’m fine.

Why is it that asking for help is seen as a sign of weakness?  We all do it.  At least from time to time.  Or at least prior to asking for help, we spend several long minute thinking “I should know the answer to this” or “I should know how to do this”.  And then when we do ask the question, we only ask part of it so as not to look too foolish or inept.

Come on.  Let it go.

Ask.

You’ll be surprised how much faster you learn and how much people want to and are willing to help.

Ask, Ask, Ask, Ask, Ask

M

Posted under Business & Process Innovation, Customers, Employees, General, Leadership, Value Proposition

I recently purchased an older house not quite in the country, but not in the city either.  It’s old enough and out in the country enough to have a well.  In gathering all of the paperwork for the house, the well permit is missing.  I needed to call The State in order to register the well.  Uhm, great…visions of sitting on hold, taking a number, standing in line, etc. bounced through my head.

We have 1440 minutes in any given day.  How I choose to use those minutes matters to me.  Sitting on hold, taking a number and standing in line, did not rank high on my list of “must do’s” in using my 1440 minutes.  But, I needed to register my well.

So I dialed and reached Jesse.  That man loves his job!  Helpful, courteous, expeditious…all words I love.  Here I had gone into the interaction with a slight disdain for what might be ahead of me.  I had a preconceived notion of how my time was going to be spent.  Instead, Jesse, asked – researched – explained – directed and in general had me saying “You’ve been wonderful.  Have a great afternoon.  I truly appreciate you taking the time to walk me through what I need to do.”

Time well spent and preconceived notions – shot down!

M

Posted under Business & Process Innovation, Customers, General, Value Proposition