Why have so many things in our workplaces gotten so complicated? Maps, gaps, apps, lean, mean, sigma, delta, beta, alpha, adhocracies, holocracies, autocracies, brainstorming, blamestorming, entrepreneur, entremanure, gatekeeper, fatekeeper and all things in between, we’ve found a way to overthink just about everything and it doesn’t have to be that way. Business, in my mind anyway, is … Continue reading Service Doesn’t Have to Be Complex
“But I’m right.” The misguided rally cry for so many who serve customers. Does it matter? Does it really matter so much that you might be right about some minute point? Customers are often wrong, in fact, more times than they would ever care to admit, BUT IT DOESN’T MATTER! There are no trophies being … Continue reading The 55/05 Rule
Some companies have Customer Service (CS) while others serve customers. What’s the difference? CS tends to be a department or role whereas serving is a cultural norm. CS is something many companies do because they have to, i.e. not doing so might hurt the bottom line. Serving customers, by contrast, is something companies do because … Continue reading Customer Service versus Serving Customers
My family just experienced one of the worst things I think people have to go through, euthanizing a pet. The Woodsons are animal people. We love pets. We have had just about everything you can imagine in our house from the typical dogs and cats to snakes, lizards, and a variety of rodents. For a … Continue reading Thank you, George.
Your lowest paid workers are the ones facing the most important people to your company’s survival, no, not your bank, not your shareholders, no, it’s your customers. Does that scaling of pay make sense? When times get a little tough, you start cutting those “unnecessary” things like training and customer service. But those things directly … Continue reading Are you really committed to customers?
Delivering great customer service is such a mystery to so many. And to improve it, the experts swoop in with myriad concepts and “the 64.25 steps to greater service performance.” They dive into daylong workshops to map the customer journey, determine pain points, and create corrective action plans. But even with all of these efforts, … Continue reading Service 101
We want our employees to be more engaged and have more passion for their work but don’t know where to begin. We also want our customers to love our business with passion but don’t know where to begin. Seth Godin says passion comes from feeling needed. Makes sense. When I feel needed or wanted, I … Continue reading Inclusion – A Radical Thought!?
Have you ever thought this, “Why are my employees so unhappy? What do they want?” In contrast to all of the current “15 steps to higher employee engagement” BS, it’s really not that complicated. Employees want to be involved and contribute whatever they can with both their heads as well as their hands. They want … Continue reading What do employees want? Stop over-complicating it.
It seems today there is a constant mantra being propagated about getting super productive, setting measurable stretch goals, and busting a gut to get them accomplished. I can just hear the likes of entrepreneurship gurus like Gary V now, “F**k yes, make it happen!” But, in contrast to the overused and overstated “what gets measured … Continue reading When you set all of those goals, can you at least make them meaningful?
If you want to improve the level of service your organization delivers, one thing is certain, you need to examine the journey of your customers and ensure that pain and difficulty are minimized. However, there is also a lot of sense behind making each customer interaction, no matter its position in the journey, a five-star … Continue reading WHaT? A Model for Great Service Interactions