If you deal with clients or
customers
“You give up the right to have
a bad day”
Anytime anywhere in any
industry
I am so proud to be Australian, but really what on earth is going on
in this country? And I am not talking about the current political environment.
I am talking about our total lack of care, understanding and desire to give
good service and the fundamental human behaviour of just being nice to your
clients and customers! Many businesses are good at it but there are more
businesses in Australia that are not good and frankly many are just appalling!
How can any business in this economic climate afford NOT to give good
service and show respect to the people who are basically paying their wages? I
could approach a staff member in any customer facing business across the
country and ask them “who pays your wages? I bet not one of them would say ‘you
do, the customer pays my wages”.
Management does not place enough importance on ‘who pays them’ and that
repeat business is the only reason why they are in business! Imagine if they
were only paid for offering an exceptional customer experience “each and every
time” and this formed part of their KPI’s wouldn’t we receive different service
then?
Yes we would, I mean how difficult can it really be?
The serious decline in sales within the major retail sector across
Australia is not just due to the fact that they didn’t embrace online shopping
years ago, it is mainly due to the total ‘lack’ of service in any shape or form
within their stores. Staff just don’t get it because management don’t get it –
if management did get it then why is the delivery to us the client/guess so
bad?
I plead with corporate and government businesses around the nation
bricks & mortar and on-line, to educate your staff in the not HOW to do
their job but WHY they would want to do it well.
“They give up the right to have a bad day” in your business it is
non-negotiable; they must be consistent day in day out. Your business is basically ‘selling’
its service and the product is secondary. We must train, brainwash and convince
staff to understand who pays their way because its not just how to offer
excellent customer experiences its about why they should want to keep on doing
it!
So to all the senior management and business owners out there who are
in business – get your act together. Tell your staff that each customer, client
or guest that walks through the door contributes to their wages – if they don’t
like it then you have my permission to say, “How can I help you to leave?”
Jennifer Trethewey
A lover of exceptional customer experience
8 July 2013
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