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A Brief History in Religious Jewelry
Jewelry is a broad term that describes any ornamental adornment on the body. It includes toe rings to tiaras and everything in between. Jewelry has been used in every culture throughout history and in many different ways. While in our culture today...
Feasiblity Report on catfish Production (part 1)
TABLE OF CONTENT nINTRODUCTION nPRODUCT DESCRIPTION nSUCCESS POTENTIAL nFINANCIAL PROJECTIONS nSKILLS AND ABILITIES FOR SUCCESS nPRODUCTION FEASIBILITY nLAND nPOND CONSTRUCTION nEQUIPMENTS nPOWER SOURCES nFISH STOCK nFISH...
Journey of Excitement
Provide a Rewarding Experience for your customers Step three: Journey of Excitement Step One - Journey of Discovery Step Two - Journey of Inspiration Step Three - Journey of Excitement Step Four - Journey of Trust In the previous article in...
Outsourcing Problem Analysis
As an HR professional, you have responsibilities in several broad areas that have a significant impact on your company’s bottom line, directly contributing to the corporate return on investment. The outsourcing choices you make are critical...
The Crisis Of Modernity
THE CRISIS OF MODERNITY Since the beginning of the industrial era our world has been facing what some historians call an ongoing "crisis of modernity". As fast as we adjust to new circumstances, the circumstances change again, and, the rate of...
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Be Careful Who You Condemn
We all know customers are not always right – in fact – often they’re completely wrong. But if we allow our customers’ “shortcomings” to be the focus of our employees’ attentions we’re destined to fail.
The inclination to complain about a customer happens to all of us from time to time. After a customer irritates us in some way and eventually walks away or hangs up the phone, we immediately look for a nearby co-worker so we can share our negative experiences.
“Hey Bob. You won’t believe this jerk that was just on the phone…”
It becomes a bonding experience for co-workers, but unfortunately it alienates the customer. And when a frontline worker sees a manager dismissing a customer as “stupid” or an “idiot” it becomes clear to them that it’s okay to classify customers. Some customers are good and some are just plain dumb. They then feel that they have the ability to determine which customers are worth their time and which ones are not.
This can be a very destructive culture for a business.
So as a manager, you can’t allow your employees to see you disrespect a
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customer in any way. As I have already mentioned customers can be wrong – and yes, sometimes even dumb. But that’s not our concern – at least not in this article. It’s your job as a manager to keep your employees focused on finding new ways to keep customers happy and to look for problem areas that upset customers so you can prevent problems in the future.
It’s no secret that you and your employees are going to have problem customers, but it’s your responsibility to keep your employees focused on the fact that they have a job for one and only one reason – to serve the customer. Without customers, no one has a job.
Keep employees focused on what’s important. The good news is that YOU are the one who decides what’s important.
About the Author
Scott Brown, is an insightful and entertaining speaker on management and customer service and creating a culture of service in organizations throughout the country. He is also the author of “Who Cares? Creating Service The Right Way – The Only Way.” You can subscribe to Scott’s FREE newsletter by visiting www.SBServicePro.com
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