I just don’t get it!
I never have!
I doubt if I ever will!
We’ve been successfully touring the country for quite some time now with our Customer Service Boot Camp. It didn’t take long to recognize a very evident common thread among those organizations that experienced this intensive training event: Few of them actually needed it!
Don’t misunderstand …
- Everyone learned a great deal.
- They gained new tips, tools, and strategies.
- They’ll be much better off for the experience.
- They grew as individuals and as organizations.
However, the majority of those who chose to invest their time, energy, and money in this experience were already doing a good job when it comes to serving their customers and clients! That’s so often the case.
Jim Collins, in his best-seller Good to Great, states that “Good is the enemy of Great! The vast majority of companies never become great precisely because they become quite good — and that’s their main problem!”
Those who attended our Customer Service Boot Camp did so because they were focused on attaining that elusive level of GREATNESS! They thirst for knowledge. They strive for C.A.N.I. (Continuous And Never-ending Improvement). There was no cost involved in this program as they viewed it as an investment, which it surely is!
Sadly, those who most need this customer service training are those who did not attend! … as is almost always the case! Their reasons are many but always extremely weak … no money, no time, other projects, etc. None, by the way, is as important as preparing their employees to better serve those who keep them in business.
Think of those many companies, in every industry, that boast that “the customer is our reason for existing,” “the customer is the boss,” or “the customer is always right”! In most cases, it’s nothing more than lip service! Their true challenge lies first in translating these slogans into actions which can convince customers that they are indeed sincere.
Their second challenge lies in getting their customer contact people trained to convey that sincerity to those they serve! These employees are usually the lowest paid people in the organization and almost always the least trained — and yet they are those chosen to face the customer day in and day out! That simply doesn’t make sense!
Consider the fact that a multibillion-dollar fast food operation places its success squarely in the hands of minimum-wage teenagers taking orders, handling money, and delivering the food!
In addition, the image of a multibillion-dollar bank relies on entry-level tellers to handle day-to-day transactions which determine the image of the organization.
Most criticism of multibillion-dollar government agencies are judged largely by the receptionist who answers the phone, greets the customers, answers questions, or transfers the calls … thus setting the tone for any transaction which may follow.
Regardless of job title, education, experience, or position in the organization, the number one task of everyone in the company should always be to attract, satisfy, and preserve customers — this is NOT rocket science. And yet, in today’s very competitive, highly chaotic, environment, very few excel in this critical mission which leads to success for anyone truly focused on the attainment of GREATNESS.
When are those slackers going to wake up, provide the EXPECTATIONS, TRAINING, ACCOUNTABILITY, and CONSEQUENCES that will certainly lead to greater customer service and desired success?
I just don’t get it! I never have! I doubt if I ever will!