Any Customer Experience Focus MUST Start at the Top

Leadership Sets the Direction of Customer Experience Focus
Leadership Sets the Direction of Customer Experience Focus

The fastest and easiest way to turn around the lack of customer service that we are currently experiencing is to, as business leaders, practice what we preach.

So many times, our teams within our organization have not been properly trained or even told what is expected of them. Because of this, everything has been left to chance. They are operating with no guidelines or expectations and really have no true idea of what excellent customer service means or even how to go about delivering it.

Leadership has the responsibility for setting clear expectations and guidelines when it comes to delivering excellent service. In order to be a true leader, you must, by definition, have followers.  Your staff will follow the direction and examples you set before them.

So with this being established, it is now up to leadership to clearly define what excellent customer service means in your organization. It needs to be something much more than a snappy motto or slogan, it needs to be something that everyone buys into and can deliver.

Most importantly, leadership needs to model the desired behaviors. Whatever standards are set for service levels, leadership needs to be walking the talk and delivering exactly that. To really been seen as true leaders, the key players should be doing everything they can to exceed even those bare minimum guidelines.

By knowing exactly what excellent service means in your company or organization, your teams will clearly know what is expected of them.

When they see and hear leadership delivering excellent service, they will be learning specifically what to do and say in order to achieve those standards. People love learning from their leaders because they then feel secure in the examples given and aren’t risking too much by trying something that hasn’t been done before.

Leadership is the key factor in excellent service. It is the trickle down effect that carries the most weight. If teams are told to deliver excellent service and the examples are set for them, it instantly becomes part of the culture of service and everyone will encourage the delivery of superior service.

Your competitors are doing everything they can to attract your customers. By starting at the top, your customer centric mentality will permeate your organization and become natural practice.  If you do this correctly,  you’ll create customers that want to go out of their way to do business with you.

Please share your thoughts and opinions here...