In my last post, We Must Hang Together…, I published a letter to the editor by a reader who complained about the lack of customer service. Here’s another example from Mary Schmidt, Marketing Troubleshooter.
Again, I recommend discussing these issues at staff meetings and continuously communicating your expectations through multiple channels such as e-mail, employee newsletters, management by walking around, etc.
Everyone must be on the same page. We can’t afford to lose customers through our own stupidity.