Start a Movement -- You Might Have Fun

Perhaps you’re an entry-level employee or a middle manager well down the corporate food chain. You believe in a customer-centered approach, but you’re trapped in a product-centrered culture. You don’t have the clout to change that culture.

But you can model the behavior you want to champion. You can listen to your customers and do your level best to meet their needs. You can bend -- and perhaps break -- the rules for your customers without waiting on new customer service initiatives from Corporate.

Because isn’t that what you’re really in business to do? To meet your customers’ needs? Isn’t it rewarding and just plain fun when you’re able to do that? Especially when you’re in an industry where you can see the pleasure the customer derives from purchasing your product or service.

If you’re a salesperson, isn’t this going to make you even more successful?

Perhaps you’ll get promoted. Then you can create a micro-climate with your new team where they put the customer first.

Then perhaps you’ll get promoted again.

Then you can spread the word to a larger team.

Perhaps you’ll start a movement, especially if it’s a case where your emphasis on customer-centricity propels you to the top of your craft.

If you believe in customer-centricity, in the customer experience or in customer service, fight for your beliefs. Model the behavior.

Of course, it will take more than talking the customer-service talk to be successful. All prize-winning recipes call for more than one ingredient.

Don’t wait for someone else to go first.

You can do it.

Regards,

Glenn

Follow me on Twitter. I’m txglennross.