I just read a post by Seth Godin that said everything I’ve tried to say in almost every post in my Customer Service Simplified Category.
Here’s the only 2 “Rules” you need for every employee that deals with customers.
Per Seth :
1. Take Responsibility
2. Pay attention to detail
Now, that wasn’t so tough…or was it ?
Every single day I’m appalled at the lack of responsibility that employee’s take for the service you receive in their place of business.
An office I worked in once had this same infection. It was almost fatal.
I started preachin’ and yellin’, on occassion, as soon as I started work there about their seeming desire to always look for someone to blame, rather than looking for a way to make the customers experience a good one and work out the details of how to keep it from happening again later, as in when the customer was gone.
I knew I’d gotten to them one day when one of the employees asked me to take a call on line one and I had no idea why the person on the line needed to speak with me, much less any idea as to why he called our office to begin with.
I put the caller on hold for a second and asked rather loudly, ” Why in the heck did anyone give me this call ? ”
A voice from out the nether regions of the office said, ” Don’t look for anyone to blame, just get ‘er done. ”
Slapped by my own hand and I loved it.
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