“I’d kill to have a golf swing like that!”
“I’d do ANYTHING to lift that much weight and look like that!”
We’ve all heard, and made, statements like this about something in either our personal or professional lives. But really, we are all a bunch of liars.
Yes, that sounds extreme, but let me explain… I’ll tie this in to Customer Service and the Customer Experience quickly.
That golf pro… Before he or she turned pro, they likely went to the course in the wee hours of the morning and practiced a full 90 minutes before going to their “job” only to return again after work, day in… day out. They sacrificed many moments that most of us take for granted to get them closer to their true goal… to be the absolute best they could be and turn pro.
That fabulous looking person in the gym (I’m not talking about the steroid pumpers)… They watch everything they eat. They train methodically and diligently. They let the scoffing over their eating habits roll of their skin. They don’t judge those that eat differently, yet find themselves subject to ridicule because of their strictness to their own eating and training regimine. “Can’t you just let loose and have fun this ONE time?”
Many of us are not prepared to put in the time and effort it takes to be in the top 5% of anything… sport, physical fitness… or business success.
So, you say you deliver the best customer service and make the experience your customers have better than they can get anywhere else? Really.
If I were to walk in your doors, or call your company, and ask the first five people I see what your company stands for and how it works with customers better than anyone else, I’d bet that I’d get five blank stares… and then some sheepish off the cuff made up answers.
So my question to you is this… Are you INTERESTED in focusing on your customers and creating a culture that is centered around them, or are you COMMITTED?
Interested companies gather a little information, talk about it from time to time, hire a consultant, might spend a little money for a workshop or training session, and believe that they are on the right track.
Committed companies do research, not only hire coaches – but DO THE WORK, talk about and focus on the customer experience incessantly, create a unified vision of the ideal customer experience, hire and train the right folks to support that ideal experience and HOLD THEM ACCOUNTABLE for excellent customer service delivery, they get feedback from their customers as to how they are doing, etc.
So, the golf pro and the body builder, they have a goal. They have clarity. They have a vision of success. They. Do. The. Work.
Are you willing to step up and stop talking the talk? Walk the talk. Develop a culture focused on the most important person in your company – the CUSTOMER. Not sure where to get started? Click here…