Not many job titles have action verbs hiding within. The CEO has the responsibility to execute the company plan.
It is unfortunate for the CEO to not be able to singularly execute what is needed to be done to achieve the company plan.
The person who must 'execute' is the front line employee. Customer service has to be delivered and if the delivery person does not have the special touch, the customer may look for another company.
In effect I am signaling to all employees that they share the CEO title. The front line gets the job done. The front line executes the company plan.
Every employee can learn the skill set required to deliver on the company promise. It is not a secret. It is an attitude that displays respect for the customer and makes sure that every customer inter-action is a relationship of one human being to another.
Customer service is a meeting that includes courtesy. It is a meeting that is informative. It is a relationship that includes a thank you.
Monday, January 31, 2011
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