What are the leadership barriers to doing this?
We focus on quality measures. We talk about outcomes. We are hardwired to think about the tasks we have to accomplish. How can we make a statement like “It’s All About The People” and take ourselves seriously? Are we using double speak or talking out of both sides of our mouth? Obviously, we are performing these tasks for people, but what ultimately matters is that we got it done, right? I hope that over the past few months I have been able to persuade you that this line of thinking is not enough to achieve lasting success in our current service climate.
What is the case for doing it anyway?
What do I mean when I say it is all about people? I mean that in an ever-changing and ultra-competitive market place, the customer experience is our ultimate measure of success. Of course, we must produce quality results, but frankly, that’s a given. Our customers expect that! They demand it. They also expect a great experience. Even if there isn’t competition for our service, an unsatisfied customer can lead to a host of other issues. Our aim must be higher than just getting the job done. We must strive to provide an exceptional customer experience.
How can you do it?
Know the customer. We have to identify who we are working for and understand what they want.
Use AIDET. AIDET is a simple, but powerful tool. It outlines our interaction with the customer in a way that sets us up for consistent outcomes and a clear channel of communication.
Be honest with yourself. We must be willing to look at ourselves and our processes in a way that allows for honest critique. We have to accept that our processes can be improved and be committed to taking the necessary steps to doing so.