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Customer Care Bulletin
Customer Care Bulletin |
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CCB #9 |
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I've always been fascinated by companies that thrive, companies that inspire extraordinary responses from their people, companies that foster, not only creativity, but true commitment from employees, suppliers and community. What is it about these companies that inspire and motivate individuals to go above and beyond, take the extra step, and use their discretionary effort to improve things for the whole enterprise?
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CCB #8/2 |
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This issue featuring: The Container Store
The older I get the more I trust my intuition. Is my intuition getting better, or am I just getting smarter? All I know is I trust it and it's quite frequently right. One Monday morning after returning from a week-long trip, I ran a report to see the names of the newest people on my database. As I was scrolling down through the records I noticed that one was missing some information. Ordinarily I would have asked my assistant if she had the info on a notepad, or I would have checked the names coming in from the Web site.
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CCB #8 |
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Peter Senge once said that in our culture we have the tendency to look outside of ourselves for leadership, and that that is a trap. A comfortable trap sometimes. It relieves us of the responsibility for changing things that we don't like; but mostly, it relieves us of the responsibility of creating something better.
Isn't it time we began looking inside ourselves for leadership? Isn't it time we began realizing that whether we are leading a company, a department, a team, or just leading a life, we are in charge of what we think, how we feel and how we act?
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CCB #7 |
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I just returned from another INC Magazine Conference on Customer Service Strategies, and I am here to tell you that the issue this year is LOYALTY. Customer loyalty and employee loyalty. (Yay!) As competitors get better and as many products and some services become commodities, loyalty is harder then ever to capture. Many firms blame the customers, saying they are too demanding. But isn't it ironic that the same companies are cutting their training budgets and neglecting the human assets and skills that are so essential to the customer experiences that generate loyalty?
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CCB #6 |
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How hard a concept is this to appreciate? I'm sorry if Isound cynical but I've had a month of customer nightmares.
An airline left me behind after telling me they would hold the connecting flight. My computer company doesn't answer their phone (unless I call their $2.00 per minute service line). The firm that makes my telephone promises to call me back, but they never do. Navigating through their phone system to reach a human being only takes about 45 minutes!
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CCB #5 |
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Imagine this. Your business sits on a tripod. Each leg of the tripod represents a different set of relationships. These are the three core relationships of your business. They are:
The external relationships, the ones you have with your customers, suppliers, communities, and stockholders; the internal relationships, the ones between you and your associates inside the business (including management) and, the inner relationship that's the relationship you have with yourself (and each individual has with him/her self). The inner relationship is the one that governs your motivation, your passion, your response-ability and your attitude.
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CCB #4 |
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I'll be sharing a 'lesson' that I or someone I know has experienced and which provides us with an opportunity to teach and learn an important Truth about creating and maintaining a good and loyal working relationship with your Customer. (You'll see the 'lesson' on the right!)
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CCB #3 |
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Someday, after mastering winds, waves, tides and gravity, we shall harnessthe energy of love; and for the second time in the history of the world,man will have discovered fire."" Pierre Teilhard de Chardin
What if we were able to harness the energy of caring? What if we could, in the workplace, consistently create a level of quality in product and service that shouted "We Care!" How would that change the quality of our businesses overall? What would change if every phone call, piece of mail, and personal interaction revealed a deep down, from the heart, sense of pride and caring?
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