Customer Service — The Value You Deliver
posted in Customer Service |
Wealth Principle The Law Of Income: You Will Be Paid In Direct Proportion To The Value You Deliver According To The Marketplace. Implementing the ‘Golden Rule’ by putting the customer first is one of the surest ways to add value to the marketplace. Based on customer interaction, every business is a service business. All ventures live and die based on their customers’ satisfaction and ensuing loyalty.
“No matter whether you manufacture, grow, produce, distribute, or sell, you are ‘in service.’” — Paul Hawken, Growing a Business
Structuring a customer-centric enterprise A strong, customer ethic and truly outstanding customer service begins with you and your employees. As the business owner, it is your responsibility to codify the customer service standards; then make sure everyone who represents your company, employees, contractors and in some case vendors, understand them and has the authority to implement them. Your representatives must have the ability to do what is necessary to make the customer happy without fear of reprisal. You hired them and trained them —trust them.
“Policies and procedures are helpful only as guides toward an end result. When employees run out of possibilities to make the customer happy, they must have the latitude to improvise to make it right. Most employees operate in a state of fear that their own generosity with a customer will be viewed as foolishness by their boss. This situation will stifle flexible customer service.” — Paul Hawken, Growing a Business
It is important to acknowledge your team for achieving stated service goals. The Golden Rule of business extends to your employees. Your employees are also customers of the business enterprise. Be quick to resolve solve daily annoyances that could lead to poor morale. Disgruntled employees are unlikely to extend them selves to assure end-user satisfaction. One of the big hurtles for emerging business is recruiting and hiring the “right” folks for the job. The owner isn’t the only individual who must wear many hats in an emerging business enterprise. Those first employees have to be technically versatile and very, very, customer-oriented. Stressing your business customer service requirements is a critical aspect of the hire process. A positive outlook and energetic attitude is a must. Try as you might, you can’t train against basic personality types. To paraphrase one of my favorite Texas Truisms — “You can’t fix pessimistic.” For more information on successful hiring practices, check out Winning by Jack Welsh. This book is a-must-have for your business library. In the next Millionaire Mind Support Network™ Blog — Staying Close To your Customer— I’ll look at ways to deliver excellent customer service in a way that allows the customer to access them in the most efficient, fair, cost effective, and humanly satisfying and pleasurable manner possible. If you have any customer service ideas, or experiences, please share them with the rest of your Millionaire Mind Support Network™ H. Sandra Chevalier-Batik Copyright © Serendal Research Institute 2007 All writings here are copyrighted. You may not use them without written permission but you may link to the posts or give out a link to the posts. Do you have a question for any of the Millionaire Minds Team? Drop me a line at sbatik@mymillionairemind.org and you may see your question answered in an upcoming blog or featured in our Millionaire Minds Forum.
