my3cents.com is a Web site where customers can go to complain. In reading several dozen complaints about a variety of professions (I skipped airlines-there were too many) the common thread running through many of them was that the employee or employer didn´t care about the customer´s problem.
Perhaps this is because that particular owner or corporation doesn´t place a premium on customer service. Or perhaps the senior management does, but has failed to ensure that everyone in the organization cares about the customer.It could also be that it´s a behavioral problem involving an individual employee. For whatever reason this employee cares more about when he gets off of work than he does about resolving the customer´s complaint. If it´s a manager, she may care more about avoiding a markdown than pleasing a customer. (This happened to my wife and me more than ten years ago. After spending more than $5,000 on various appliances at a big box retailer, we had a complaint and the manager told me he wouldn´t give me a store credit because he´d have to take a $160 markdown. We´ve bought many appliances and other devices since, but none from that chain.)
If exceeding customers´ expectations are important to you, are you sure it´s important to your employees?
Do you observe your employees when they´re interacting with your customers?
Do you attempt to obtain feedback from your customers? From your employees?
Do you then act on that feedback or is it designed just to let customers vent?
Do you hold your managers and their employees accountable for customer service?
Do you reward employees who go above and beyond the call of duty?
Do you discipline employees who fail to meet your minimum standards?
Do you yourself demonstrate legendary customer service when you´re dealing with customers?
Do you care about your customers?
“All business is a group enterprise, and it demands the best efforts of every one of its members working in unison, like an orchestra, if it is to stay ahead and reach its goals.”