On Saturday past, I sat in a local business flabbergasted by the lack of clearly defined processes and the blatant disregard and disrespect given to their customers.
As I sat, well actually stood pacing the floor, I couldn’t help but to wonder if the business owner had any idea that his business was operating at such a poor level. I requested to speak with the business owner and was told that he didn’t work on weekends.
I walked away from Saturday’s experience dumbfounded.
What should have been a 30 minute glass repair job, took 4 hours of my day. Believe it or not, to this exact moment, the situation has not been resolved due to many mishaps and the lack of attention to the customer experience.
It’s a pretty long story BUT the story is filled with so many opportunities for learning. So I’ll share the short version.
The short of the story is, the business had no clearly defined sequence of service, inexperienced staff members, an inadequate amount of staff, poor customer recovery skills and a “haughtiness” that left clients feeling unappreciated.
Have you ever been on the receiving end of poor customer service?
Have you ever been treated so poorly by a business or an organization that you decided on the spot you’d never do business with them again, that you wouldn’t refer them to a single person and then shared your story in disbelief with people that you know?
Business establishments must cease and desist from placing employees in customer facing positions without training them.
The reality is not everyone has been taught common courtesies or manners. It is just a HUGE risk to take with the organization’s brand and reputation; both tie directly into profits.
Every business, no matter the size, should have a sequence of service outlined for their employees to follow.
They should have proper customer service behaviors that should be seen in every client experience outlined in that document.
They should have a process for handling the complaining customer or the difficult customer and when the business makes mistakes that further inconvenience the customer, they should have a clear process to follow to make atonement.
Mistakes like breaking the glass the client provided for the repair job, committing to having the replacement shipped in by Wednesday (day before yesterday), not meeting that commitment however also not reaching out to the client to communicate same. When the client calls, the business then makes a new commitment to Monday (so we will see).
Oh and before dislodging the call, the business reminds the customer that they will still have to pay the full rate for the glass to be installed whenever it arrives.
Customer retention & recovery are key in a competitive world.
Businesses should have someone (supervisor/manager) monitoring the customer service delivery so that proper coaching can be provided.
There are times when we have the wrong fit for our customer service positions. Those employees must be placed in back office support roles or released.
As hard as it seems, in the absence of consequence there is no change.
To assist organizations with providing customer service training that makes a difference, on October 2nd, 2019, I will be hosting for the final time this year, the Award Winning Customer Service Training Workshop. Details are below.
Our focus is always on providing quality programs. For this reason, registration is limited to a maximum of 25 participants for this course.
To register, you may use the link below or reply to this email:
Remember, when the service levels are consistently good, clients will pay more for the service, complain less and become loyal to the business.
This makes it extremely important to shift the focus from improving customer service to creating better client experiences. Everything about a business is a part of the client experience.
Oh and before I forget, in the words of John C. Maxwell, “Everything rises and falls on leadership”. This also includes the customer experience but that’s a topic for another time.
I look forward to seeing you or your team members in this upcoming training.
Duquesa D. Dean is a Certified Corporate Trainer, Speaker and a Transformation Coach. She is an Associate Trainer with the International Board of Certified Trainers and a certified Coach, Speaker & Trainer with the John Maxwell Team.
Duquesa is the author of three books “Chase Your Dreams”, “Sister, Stand Up Again & “Bruised But Not Broken”.
To book Duquesa, email email@example.com or call 242-424-6012