I get asked that question all the time. There are lots of theories, ranging
from poor parenting and lackluster schools to the overall coarsening of our
culture. Those are certainly viable theories and of course play a role in
the Customer Service Meltdown.
But I think there’s an over riding reason service is so poor in most places
and the blame should be placed on the companies, not the employees, the
parents or the schools. Not all parents are failing. not all students are
failing. There are still plenty of great people looking to work for GREAT
COMPANIES.
Too many companies are driven by short term thinking rather than long term
thinking. Cutting inventory might make a quarterly bottom line look better
than it otherwise might. But it might also cause customers to shop
elsewhere, (and they might continue to do so), demoralize employees and
negatively impact a company’s suppliers. A sort of triple whammy that, in
the long term, can harm a company greatly.
Then there’s fear of making a commitment to building a CULTURE of customer
service. It might cost more. it might mean changing some things within the
company and change, even positive change, can be scary. It might mean
everyone has to work even harder than ever. That’s plain scary too.
Building such a culture could run afoul of, say, the corporate bean counter
who can’t see past the next quarter, or the department head who really
doesn’t see what all the fuss is about. It’s not for the feint of heart. But
a company that wants to succeed over the long haul must set itself apart
from the competition.
But, as my late father Joe O’Malia used to say, “It STARTS AT THE TOP.
Someone has to take the lead for outstanding customer service and that
someone seems to be missing in action at most companies with whom I
interact. Not to pick on one unwieldy behemoth at the expense of so many
other, but there are actually companies making a living charging people and
business to have them deal with AT & T. I just met a lady whose company does
just that. AMAZING!
And AT & T is not alone. Want to have some fun? Type in “Customer Service
Hall of Shame” and see who made the list of the 10 most disliked companies
this year. whole industries are well represented. Banking, phones and Cable
TV come to mind.
How does a southwest airlines stand out in that business? How does a
Nordstrom stand out in retail? It’s simple, at least on paper but so very
hard to pull off. It’s the CULTURES of these organizations. From the
Chairman to the newest baggage handler, Southwest is a TEAM and a FAMILY.
Same with nordstrom, which has only one rule for its employees: “USE GOOD
JUDGMENT IN ALL SITUATIONS!”
Both these companies have managed to be able to EMPOWER every employee to
make a difference. As Mary Kay Ash, the founder of Mary Kay Cosmetics, said
when asked why she’d been so successful,” Simple. I tried to hire really
nice people and then let them be as nice as they could be!”
As Joe O’Malia was fond of saying over and over, “People don’t care how much
you know until they know how much you care.” He wasn’t talking only about
customers. He was referring to employees as well. How many companies treat
their employees as well as Nordstrom and Southwest? Not many, especially in
those industries! Those employees are the ones who serve your customers.
They have to be part of an organization they deem to be worth their efforts.
Finally, you’re never done building and improving your company’s culture. If
you stop, you’ll lose it. I don’t know how many business owners have mad the
mistake of thinking that their service was fine and their was nothing more
to do. Your employees must be reminded CONSTANTLY that service is a major
issue or the service they render will suffer. Again, more hard work! It
can’t be a half hearted, “all talk/ no action” buzzword. Customer Service
must be a key part of your company’s culture. If you’re not willing to
commit to that, just keep doing what you’re doing.
Danny O’Malia
Indy’s Trusted Servant
(317) 413-9062
www.indystrustedservant.blogspot.com
Tags: indianapolis customer service
