Weekly Focus
How to lose your customers in just seconds and see a reduction on your bottom line
Our regular followers will have read in our weekly focus of the need to offer outstanding customer service, and to ensure that your team are all Brand Ambassadors.
It’s one way to stand out from the crowd.
It takes a commitment from all and behaviours that run through the organisation. This is the way that we do it here becomes the mantra, only the very best!
The Disney Institute says…
“Excellent service does not simply come from a friendly transaction or helpful technology—it is the result of truly understanding your customer’s expectations and putting the right guidelines and service standards in place to exceed them. When an organizational framework properly unites its people, place and processes by putting the customer at its core, exceptional service becomes possible across customer touch points. This creates greater intent to return and recommend, as well as a stronger competitive edge. With more than 90 years of world-renowned customer service, no one understands this better than The Walt Disney Company”.
Unless you are regularly developing your teams ensuring that the right values are reinforced, and getting full “buy in”, all of your hard work can be wasted.
Social media means that experiences both good and bad, can be shared globally with others and in seconds. When the story catches people’s attention, they become viral!
One lady in Edinburgh recently took to social media following her experience while eating out…Her tweet…
“Absolutely disgusted at the service experienced today, food took 40 minutes then told we only had 15 minutes left at table despite only just being given dessert menus. Then to top it off when the bill arrived there was a note typed under complimentary items…NAME: PAIN IN THE ASS WOM”
Imagine, the adverse publicity.
What actions you are regularly taking to create the right environment in the workplace, and the right behaviours within your people? What are you doing to ensure that this does not happen to you?
If you want to understand how we work with organisations globally, to improve performance by creating a values and behaviour driven culture, please do get in touch.
“The goal as a company is to have customer service that is not just the best, but legendary”
SAM WALTON
