“Talent is cheaper than table salt. What separates the talented
individual from the successful one is a lot of hard work.” – Stephen King
We’ve heard it since childhood. We’ve heard it from parents, teachers, and friends…“You just have stick to it and try (work) harder”. Success is more a combination of how hard one is willing to work or practice than the God given talents we are born with.
Very few organizations know they are in Customer Service. As we’ve seen recently, United Airlines is in the transportation business. Home Depot, on the other hand, is focusing on the Customer Experience.
Very few organizations know they are in Customer Service.
Sometimes we learn more from what goes wrong.
The most difficult skill to get almost any employees to use is Empowerment. Trying to get an employee to make a fast, empowered, decision in favor of a customer takes two miracles at one time. Regardless of how committed the CEO is, it is almost impossible to get your employees to spend even $5 without asking their supervisor or manager for permission.
Almost all U.S. firms believe they are awesome at customer service, speed, empowerment, and service recovery. They are living in La La Land. I demand great service and firmly believe we all should. I will NOT give money to firms that suck at customer service.
The Power of a Service Guarantee.
Every year I share results from Northeast Delta Dental. They provide dental insurance in Vermont, Maine and New Hampshire, three small U.S. states with a population of 600,412, 1, 292,816 and 1,330, 600 respectively for a total population of 3, 223,828
Thanks for your interest in our Blog!
To subscribe to our blog, just complete the fields below: