The Critical Decision

When the word 'culture' is mentioned in the business context, what is really meant? Most companies want to move from a present 'state' to a desired 'state'. Typically the leaders of the company have identified a need for improvement and want to instill a certain spirit among employees that is visible and tangible.

Unfortunately there are a number of customer service programs that are created, survive for a time, and pass on like the flavor of the month to be forgotten by the employees just in time for the new flavor to be introduced. Have you been to the local grocery store where the employees mouth the mantra they have been instructed to use, but do so with a monotone that lacks enthusiasm? What we are seeing here is a failure to execute.

If you were a fly on the wall in the executive suite you would hear the lament called, "If only our employees understood what needs to be done."

How can this be after so much time and energy and dollars are invested in training sessions and the obligatory power point presentation?

In the context of a culture of service the desired outcome is not merely the behavior. It is belief. The belief is: that to be a man or woman for others, brings personal satisfaction.

The leader is asking each employee to make a firm personal decision to incorporate internally the customer service disposition; based on a spiritual certainty that there is self satisfaction in doing something for the benefit of another. It is this connection that is missing when there is a failure to create a culture of service.

Most employees do not make the critical decision to please the customer because they do not believe that an employee should be a man or women for others. Lacking this, they need to at least reach the belief in self interest. Self interest teaches that there is something in it for themselves personally.

The typical healthy person invests in friendship, but does a friend come to you and offer to pay the school tuition of your child? In most cases, even the best of friends does not do this. But the customer does. When you take your next paid holiday, consider who is paying you. It is the customer that is paying you. Perhaps the next time you provide service you will demonstrate your gratitude.

Buying a Bow Tie and Learning Customer Service Tips

Last night at Nordstrom I decided to adventure into a fashion that is limited to very few men. In order to enter the world of bow ties that are authentic, meaning the bow ties on a strap that come with your rental tuxedo are not the option, but rather the ' tie it yourself ' variety; you need customer service.  I used to patronize Marshall Field's where the customer was king and you could count on excellent customer service, but the evil empire of Macy's came to Chicago and destroyed the ethos.

Business literature suggests that the Nordstrom Department Store knows how to deliver customer service so I decided to visit.

I was greeted in the men's department by a gracious lady who asked if I needed help.  I indicated that I would count on her to make suggestions and help me prepare for my next 'Black Tie' event.   She told me that the first thing she learned upon entering the men's department was how to tie a tie and was ready to provide me instruction and would take the time needed.  This was quite pleasing to me since I had never, in my life, tied a bow tie.  

She escorted me to the shelves filled with cumber-buns and ties.  I was surprised to learn that all were described as 'beautiful'.  While I was not convinced of this since I thought some looked like something a clown would wear at the circus I plowed on.  When she went into detail about one of the ties, describing it as something between fashionable and conservative, I chose it.

"Would you like something else Sir?"  "I can fit you with a shirt. " Out came the tape measure to determine my neck size and length of my arm.  Again a display of a variety of shirts unfolded before me.  I thought that you bought only based on size, but the next thing I find is the sales lady unpacking the shirt and asking me to try it on.  Apparently my sleeve length is in between and needed to be tested.  I did.  I thought it was fine, but she insisted that I try on one more to make sure.  I didn't think that was necessary but since she insisted I played along.  Indeed that one was too big.  Well I was quite satisfied that I was purchasing the right shirt.

Now that I was fitted, came the moment of drama, the bow tying lesson.  I was presented with an illustrated card and she took me to the mirror.  There I received a detailed description about the long end always going over the shorter end.  I came to know, after several tries, to form the bow.

What were the keys to fulfilling good customer service?  1) She always presented an additional option  2) She provided descriptions in a positive fashion  3) She had the time to instruct me 4) She was not hurried and was pleased to unfold and fold the shirts  5) She let me make the final decision.

What is so hard about an apology?

See my previous blog, Flatwater Grill Wait Staff Flubs Customer Service.

Here is the flabbergasting event that came to the attention of the real "General Manager" at the Flatwater Grill in Chicago. One of his staff had fielded a customer complaint acting as if he were the "General Manager". Despite the request of the customer to extend an apology, the imposter indicated to the customer that he did not need to do that.

An apology is an important first line extension of compassion to the customer from the company. It indicates that the company has a virtue most of us title, humility.

In the beginning and the end, a business is an exchange. The greater part of the population extends a level of admiration to business, as a service to humanity. To the ordinary person the business person is a risk taker who reaps the rewards of service, that is, monetary profits. The customer spends cash and receives in return a service. For those in the service industries the commodity is the 'perception' of the quality of service. Whether you believe it or not, your customers can mis-perceive you when you do not seek to please them.

Service is a fragile commodity. 'Perception' is a product of how the customers 'decodes' your actions. Whether you justify your actions as appropriate or inappropriate does not matter.

What matters is what the customer thinks of you. Therefore, an apology is always an important tool for customer service representatives and all staff members. It does not matter who is wrong or who is right.

The Flatwater Grill let one of its employees betray its trust and refuse to apologize.

Flatwater Grill Wait Staff Flubs Customer Service

Popular night spot on the Chicago River at Clark Street misses the mark on Customer Service. Read on to learn the good and the bad that customer persistence can bring.

The Flatwater Grill caters to boaters on the river and takes land lubbers too. However, after calling in for a reservation the customer was seated at a table for two that had space only for one. When her dinner companion arrived after class at law school, the staff pretended they weren't there. To remedy the lack of space they moved to a table for two and then the staff let out the venom.

Moving to a table for two needs special permission at the Flatwater Grill. The wait staff came to reprimand the pair for sitting at an empty table. The wait staff informed them that they must keep the customers in line and have them request permission from the front desk. Unmoved by the wait staff instruction, the pair informed the wait staff that they, the wait staff, could exercise the task of alerting the front desk. What was going to be a delightful night of dinner on the river became a cocktails only event at the Flatwater Grill.

A follow up call to the Grill resulted in further disappointment. After requesting to speak to the Manager the party that answered the caller, claimed to be the General Manager. It would later be found that this person was not speaking the truth. The story continues. The restaurant representative listened to the customer complaint and stated "Okay". The customer indicated disappointment with what had happened and again "Okay". When asked if that was the extent of his interest and after relating that the purpose of the call was to permit management to intervene and correct bad service the respondent was quiet. The customer indicated that a review would be posted of the event. The restaurant representative said to post it on "Yelp". The customer stated, "You will not offer an apology?" The answer was "No." This lack of service and complete lack of service recovery led to a review.

Undaunted, the next day the customer again called the restaurant and requested to speak to the General Manager. This time the response was different. The authentic General Manager was on the phone. He indicated that he was flabbergasted. He was disappointed in the service level at the Grill. He indicated that he would meet and speak with the staff and the party that mis-represented his office. The caller indicated that this response was sufficient. The General Manager insisted on sending a Gift Certificate.

Thus you have heard the bad and the good of service recovery. Which do you want to emulate at your business?

Turn Job Loss Into Customer Service

In the business world of today cost cutting is the mantra. Managers across America are told to trim and trim again. Unfortunately human lives may be directly affected by a lay off.

If you have ever been laid off you know the hurt that comes with that decision. It is one of the high stress periods of life. If you are between jobs, and that is the best way to describe what is your circumstance is after a lay off, be encouraged.

Rather than dwelling on the negatives that come from being the victim of a downsizing, recognize that being the victim does not lead to positive outcomes. Think positive. Think "I will be a success."

Rather than dwelling on feeling ashamed because you suffer the loss of identity that comes from not having a job, grieve, and move on. While you think that it is a shame to tell people that you are looking for a job, that is precisely the proper thing to do. You are the customer and you need to promote customer service. The customer needs a job.

Be good to yourself. Take time to exercise. Direct yourself towards others.

To find a job is a job in itself. You need to maintain the discipline that came with reporting to your job. Get up every day. Keep a schedule. Make a plan. Work the plan.

Part of your plan is to network. If you are interested in a particular company you will want to network to get close to someone who knows the company. These people are out there and you can find them. Use 'Linked In' to find that person who knows the people in the company where you want to work. Use your customer service skills to positively state your skills and aptitudes. Know your own story. Practice telling it so that you have five impressive sentences in a row that accurately describe you. Emphasize and build on the positive. Work to put yourself in the presence of someone who is with the company and to whom you can impress with your self description. Remember, you are only between jobs.

The Inconsolable Customer

Today's blog is for the boss, but employees are welcome to read along. Part of being an employee is understanding that you work for the goals and objectives of your company and that you have a boss. Well, my dear bosses, you too have a responsibility in the area of customer service to your employees.

It may be a little known fact, but up to 2% of your customers may have unrealistic expectations of your company and despite the best customer recovery measures of your representatives these customers are inconsolable. How do you assist your employees to deal with the inconsolable? The key to this dilemma is knowing your own limits, because what is happening is a test of the limits of your company.

If you are in business for yourself, you certainly realize that there is only so much that you can do and when you reach that point; you have exhausted your resources. When you work for a larger organization it is a tad more difficult to know when you have run out of resources.

The first confidence you must extend your employees is the opportunity to delegate to a higher level in the organization without fear of retribution, the unreasonable and inconsolable customer.

Give your employees key words to use such as: "Mr. Customer, I have intervened in the following ways for you and lament that my efforts are insufficient. Our company believes in excellent customer service and I have not found that satisfaction for you. When this happens we are instructed to move your concern to a higher level in the organization. I will connect you with my manager."

Note: Often times the demeanor of the inconsolable customer changes when a person of higher authority is made available. There is a certain satisfaction obtained in being able to be attended to by management. This may be a sign of the dysfunction of the inconsolable customer, but it may make the needed difference to move the customer to a higher level of satisfaction.

If, at the managerial level, the customer is indeed inconsolable, consider then the example of the Santa Claus from Macy's Department Store from the "Miracle on 34th Street". "I am sorry that we don't have the toy you seek to purchase, you can find it at Gimbels."

This is the ultimate stand, for in effect you are indicating that it is not within your ability to provide the needed service and you, in the interests of your customer, provide a referral to the competition. The beauty of this approach is that the customer may realize that limits do exist. The period of time spent with your employees and then with management is an investment that they may not drop and decide instead that enough is enough. They decide to remain as customers. In effect, with this method, you are not firing your customer. You leave the customer the option to seek service elsewhere without telling him to leave. What you also learn is where, after seeking to please, you rest. The other 98% of your customers are awaiting your service.

Meet the customer's need and your need too!

Certainly in today's environment of financial concerns it is important to stay employed and continue a crucial income stream. In other words you need the money. It is time to reflect and think about the "value added" item that you bring to your employer. Certainly you are not bringing money to your employer. You bring your talent and your aptitude and your willingness to serve others. Your employer depends on you to build relationships to build customer loyalty so that as a result of your actions there is revenue to share with you as a pay check.

Consider how you can improve the quality of the service you provide to that important element, the customer, who purchases your service or product and keeps you employed. You can start with your "positive attitude". It is what differentiates you from the average employee.

When you pay attention to customer needs, before your own personal needs, you demonstrate an attitude that displays an employee who understands the goals and objectives of your employer. When you understand the cycle of exchanging service for dollars you perform your duties with pride.

Customers need service. You would not work if you did not have a need to work, so seek to fulfill the needs of your customer. Ask yourself, what does my customer need? Then seek to do first what the customer needs and you will make a connection. When you do this you will receive customer appreciation.

Remember to appreciate your employer and work on fulfilling your individual employee responsibility by praising the customer for making the good choice of choosing your employer. Remember your employer needs you. You too need your employer. Thank your boss for your paycheck.