How does your business truly provide an experience your customers want? If you’ve read Lucy’s customer service top tips, you’ll know she’s shared
valuable ideas and insights into how to help every customer have a great experience. Based on this, Craig’s been thinking about the dilemma of right
product, systems and processes, but wrong people delivering to customers.
What’s going on inside?
As a business, getting your customer service right is vital. You might have the best strategy, system and product in the world but if your people aren’t
thinking the right stuff, the impact on your customers can be damaging.
Growing up, I remember being at a restaurant with my parents and the service was pretty bad. My Dad complained to the waiter (as he still does). The
waiter asked if he could join us, pulled up a chair and encouraged my Dad to talk while he just listened. After a while he looked at all of us and said, “This
is not how I want any of you to feel after eating here, let me put this right.” At the end of the meal he thanked my Dad for bringing the problem to his
attention and said “I’m personally upset that I’ve had to put something right for you, there shouldn’t have been a need to.”
If we were to delve inside the waiter’s head, what would his beliefs be about customers? A pain in the ‘wotsit’ or a genuine care to create a good experience?
There was no policy or procedure mentioned and no script, just his personality and belief being played out as he spoke.
Beliefs play a huge part in how we choose to behave towards each other. If an employee holds a belief about customers that isn’t great, the action towards
the customer in any interaction could be negative and damaging; especially if the customer is already disappointed with the business in some way.
This is how it plays out….
- what we THINK (our belief)
- drives what we DO (our action)
- which is what people (your customer) will GET
If one of your team believes customers are a pain, they will behave in a way that brings that belief to life and this will impact on what the customer experiences.
One thing that helps change this (apart from quickly exiting these people from your business) is to help people clearly understand what it is that they really
do. This is all about focusing on the purpose rather than the task. Let me explain.
I have a friend who works in an electrical store. He used to struggle so much with customers who complained that he was in danger of losing his job. He was
talking to me about this and I asked him what his job was about. He went on about the ins and outs of the role and the tasks, so I stopped him and asked what
drove him to do what he did.
He thought, and replied that he really liked helping people have a ‘cinema experience at home’. I asked how his customers must feel when they’ve had problems
with their kit and aren’t able to enjoy that ‘cinema experience’. Again he thought again, and launched into how frustrating it must be and how they must feel
disappointed…You could almost hear the clunk as the large penny dropped!
He’s now focused on his purpose and has a new belief about customers and why they might be so frustrated. His sales have now increased because he takes a
genuine, personal interest in solving customer issues.
I’ve got the power
Everyone has a choice about their beliefs. For every belief we hold we can choose to let go of it if we really want to, and replace it with a new, more helpful one.
Helping others see the purpose of what they do and the impact this has on others’ lives is a powerful coaching tool.
So, what do you believe?