Don’t wait for customer service to get bad before you do
anything about it. By then it’s too
Monkey see, monkey do, here’s an easy activity to do (didn’t
mean for that to rhyme, but I’ll take it). Go to a few local retail stores or
restaurants. Spend just a few minutes in each one, just observing the
employees. You’ll be able to tell what the management is like within just a
couple of minutes because the employees walk the leader’s talk.
No matter how good the stores’ customer service “program”
is, it won’t be successful unless the leaders walk the talk.
You can’t just focus on the everyday business stuff – products,
marketing, sales. In his book, The Customer Rules, Lee Cockerell goes on to say that, “Managers have to
recognize that sustained profits depend on their ability to generate
consistent, ongoing, excellent service”.
You have to keep good service in the
forefront of everyone’s mind if you want it to be consistent.
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