Customer Service that doesn’t suck starts with people like YOU!
United Airlines mess up
YOUR call to wake up!
When was the last time you experienced really great customer service above and beyond? Did it make you feel special? Did you blab about it to everyone?
Really great customer service starts with people that love what they do. These people are motivated by positive feedback, job satisfaction and an increased sense of self-worth that's priceless. Managers need to recognize team members for a job well done and support them when challenged to create a positive work environment that results in happy employees. People are influenced by people passionate about their work. Passion attracts and retains customers.
Organizations that value their employees have less staff turnover and more customer loyalty because they realize the power of people. It only takes one person to promote or destroy a company's brand. In the case of United Airlines it was a small group of people making bad decisions that will now cost the company HUGE amounts of revenue.
Speaking at a regional managers meeting for EastGroup Properties last week, I was impressed that everyone had been with the company 15+ years. The reason? Their corporate culture was more like a family culture where everyone's opinion mattered. From the CEO down each employee was listened to and appreciated. In turn, their customers received the same treatment resulting in new business referrals and customer loyalty.
United Airlines is now changing policies to put the customer first. (Duh?)
YOU are the face of your company every time you interact with others.
YOU have the power to leave a lasting impression in a nano second.
Make sure it doesn't suck.