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We've all been told for years that our customers come first. Greet them, smile at them, help them, converse with them, check and see if they are finding what they need and do whatever it takes to make them happy, say thank you with a smile and they will come back. That's good customer service but not outstanding customer service. Outstanding customer service may be something like this: If you do not have a book your customer wants that day and you know the store down the street has that book, you ask them to look around your store while you go buy that book and bring it back to the customer for the same price. Knowing that book is a gift, you also gift-wrap it. How would you feel about that service if you were that customer? Good customer service is not picking and choosing who you feel like helping or ignoring the ones you do not like at all or you are just not in the mood to help.
Most businesses recognize that they need good customer service and each manager has his or her own perspective as how to give that service. Then, the employees are told how to do it or just do it. If you walk into any store, anywhere, you can pay attention to the people assisting you or not assisting you. You can feel the presence of good service or poor service.
With poor service I have felt unimportant and felt like the sales person was doing ME the favor by waiting on me. In some of the stores I went to, I experienced employees gathered together talking about their personal problems, problems with other employees, and problems with the organization. That's where their focus was and because of that, I was ignored. In one organization, one employee was angry and condemning another as customers were around the register waiting to buy their goods. In a larger organization, the management treated its people poorly by giving the indirect message; "we pay you, so do as I say. You can be fired." The people in all of these situations are operating with fear.
As they managed others with fear, they stressed, "good customer service." So, why would these employees want to give good customer service? Management, in these situations, seem to use their people for whatever is needed in the business while disregarding what their people may need. They believe their people need them more than they need their people. They know they can fill the empty slot easily. Why should these employees care about good service?
In the business setting, dealing with conflict is a necessity. Some managers are capable of resolving conflict, others avoid resolving conflict by being "the boss and doing what I say." Many managers do not like dealing with conflict. Some come across as, "I'm the boss," and just do as I say and be done with it. Others create an environment of "us" against "them." One can see this when companies set up competitions amongst the employees where each person is "out to beat" the other person. These behaviors create more separation and less teamwork. Some fear praising their employees because it might "go to their head" and they will use it against other employees.
Faith Popcorn, the leading business trend setter, said the number one trend for this year is "Transparency in companies and really caring about your people. It is time. We are ready for transformation. We are ready for love and caring!
From the largest to the smallest business, these questions need to be asked, Could your business run without your people? Accept that you need them more than they need you. What do you believe about your employees? What you believe about them is how you will treat and manage them. Ferdinand Fournies says one of the major reasons managers are not as successful as they could be in this process is because of what they believe about their employees and the people management process. The ways managers behave or manage their people are directly related to what they believe about them. Erroneous beliefs lead managers into self-destructive behavior of disrupting relationships, rather than helping to improve them. If you believe the wrong things about your people, those beliefs will be the basis for you to do the wrong things to solve problems with your people.
Your people are your business. Therefore, they come first, then your customers. When your people feel truly cared about, respected, and having their needs met, then that will trickle down to good customer service!
I leave you with a statement that has been embedded in my mind for years that carries a truth for all areas of our life. I don't care how much you know….until I know you care.
About Pat
Pat Smith is a free-lance consultant. She has owned and operated two businesses and is trained in effective communication skills and problem solving skills. She also does Destiny Card readings.
| To contact Pat: She can be reached for consultations at smithpksmith@aol.com |