While reading this wonderful story again about how Sainsbury changed the name of their bread from Tiger bread to Giraffe bread based on feedback apparently from a 3.5 year young customer, it occurred to me, we as a team do several things that go on to define how we treat our internal and external customers and partners. <more about the Sainsbury story here>.
There are many such stories about organizations like Ritz Carlton and other small, medium and large enterprises going that extra mile to make the customers feel special. In majority of the cases, one could almost see a pattern of no real investments or $ spent but just a little amount of situational awareness, quick decision making, acknowledging the problems and doing what it takes to solve the problem on part of the people involved.
As a unit our vision clearly articulates the importance of being a "respected partner", while a good deal of this respect comes through demonstration of clear thought process, knowledge and content on the relevant topics and the ability to apply these in the context of the business problems, a large part of it is also about how we deal with our customers (internal as well as external).
Sound customer service largely emanates from the most important enabler at an individual level and that is empowerment. The more empowered we feel the more we can do as individuals for our customers. The decision making is faster, the decisions are made with the customer at the core of it, the alignment of goals/objectives is then well and truly complete and comprehensive.
In our roles, each one of us has contributions to make from the perspective of how our customers feel about the interactions they have with us. Our contributions can range from being able to direct our teams to taking specific actions on the ground, all intended to make our customers feel delighted and see value in several ways like:-
1. Being proactive to make the customer feel we are as eager as them to get them the solution
2. Making efforts to understand the problem at hand, get the big picture and evolve the value dimension
3. Being aware of the timelines to get to the solution, since it will impact the customer or their business
4. Reaching out to our network for solutions, believe me we seldom encounter "new" problems!
5. Ensuring relevance of the solution, reviews and quick feedback are a good way to see things are on track
6. Involving ourselves in taking the solution forward…Practice, don't just preach!
There are more ways that each one of us practice every single working day. I am sure the most important stakeholder – our customer, does not get those vow moments just like that. There is a great deal of hard work, meticulous planning and individual effort that goes into making it happen. While we continue to enhance our processes, tools and techniques, people need an equal amount of attention as a key to creating these vow moments, not as a one off but an ongoing behavior. The culture then is an outcome of repeated successes and definite processes that are part of the work ethic and peoples habits.
I am certain you have your own customer service stories, several of these would rank and rate amongst the best in the world. Do respond with those details and post the stories that can go on to inspire us all!