Now that you´ve read that post, ask yourself if Spiro would agree with the following:
Is the most important person in my business;
Is not dependent on me-I am dependent on him;
Is not an interruption-He is the purpose;
Is not a statistic-He or she has feelings and emotions and needs empathetic understanding;
Is a person who came to my business with needs and wants-I must meet them;
Is deserving of the most courteous, attentive and compassionate treatment my employees and I can give;
Is the person who favored my business by calling for our services;
Is the reason for my existence-without him or her my doors would close.
I tell you I won´t forget that!
I found this in an office file most likely from a meeting I attended back in the 1990´s. The author is unknown, but if anyone can identify him or her I will gladly provide credit. (I have edited it slightly.)
I believe that Spiro would whole-heartedly agree with these and could probably add a few of his own. Do you agree with these? If so, do your employees?
How can you change their behavior to reflect these points?
What policies do you have that contradict these points and inhibit legendary customer service?
I posted about an incident Tim Whelan wrote about after he went shopping in a computer store. To me, it sounded like the employees were too involved in setting up window displays or taking personal calls or their cells to make a sale. It was obvious that they considered Tim unimportant, an interruption, and could have cared less about meeting his needs.
These points can be the start of a good discussion on customer service at your next staff meeting. But prepared for some feedback from your employees on other policies and procedures that may be obstacles to enhancing the customer service experience. That´s a good thing.