As I have written and talked about repeatedly, I am still amazed at the outright bad customer service in the world today. I will take small data and a great service experience versus big data and a crappy service experiences any day.
I still believe organizations, their leaders and thus the front line lose sight over both the mission and the purpose of an organization, which is to create and delight customers.
This is especially compounded and exasperated if you are part of a publicly traded company where customers often are lost in the quest to create quarterly shareholder value.
Often times, I think this poor service is a direct result to the bad supervisory to front line relationships.
If we treat our people as if they are expendable resources, which is the opposite of treating them like celebrities and providing them rock star recognition, then how could we ever expect them to treat our customers like the most important person in the world?
Even if the organization gets their purpose, their leaders are enlightened and aligned it is still a challenge for a front line provider to create delight when dealing with the same issue 55 times a day. This is when it takes commitment and focus to understand that each interaction is an opportunity to create delight.
Gandhi is most famous for his quote, “You must be the change you wish to see in the world.”
I translate that in the world of customer experience to: employees come first, customers come second and shareholders come third.
The EBITDA and shareholder value is the applause you get for enabling your employees so they can delight your customers.
I bet most of you have heard the most famous Gandhi quote I just referenced, however I am going to leave you with one that I feel is tremendously cool and extremely relevant for this blog.
“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” Mahatma Gandhi.
P.S. Remember, service is an inside out proposition, both for organizations, divisions, work groups and most importantly, individuals. Become the change you want to see.