Thursday, May 29, 2014

Bad Management=Bad Service

Don’t wait for customer service to get bad before you do anything about it. By then it’s too
late. The damage has been done. Now you’re into damage-control mode – which takes a lot more effort.

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 RulesLee 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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