CUSTOMER SERVICE

Many times I am asked, “What is great customer service?”  Here’s a quick rundown:          

Great Customer Service is not:     

• Self-service                                                    
• Focuses mainly on efficiency  
• Just like the competition  

Great Customer Service:         

• Is memorable     
• Brings people back        
• Better than the competition                                                    

Great Employee Culture is not:       

• Watching the clock  
• Looking out for #1  
• Putting the blame on someone else or some other department

Great Employee Culture:        

• Promotes learning and growth  
• Celebrates accomplishments      
• Openly cries when tragedy hits but responds with compassion and action      
  
  Great Service Process is not: 
   
• Always fast  
• Cheap         
• Static      
  
  Great Service Process is:       
• A dynamic balance between efficiency and effectiveness
• Replicable steps towards an agreed-upon goal      
• Understood, consistently delivered, and open to improvement      
  
  A Great Employee, Supervisor, Manager, Director, AGM, GM, Vice President, President and CEO asks, "What am I doing, and why am I doing it?"
    
• To deliver great customer service and processes
• To develop, sustain and improve a great employee culture  
• To add value to my property, division, company, and shareholders      
  
  And that is great customer service.     
  
  Until Next Friday,