The Friday Story

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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,