TIPS NewsletterTIPS Newsletter
Date: Sun, 30 Jan 2000 22:05:42 -0800
To: CommonSenseManaging@growthassociates.org
From: Common Sense Managing <bill@growthassociates.org>
Subject: Tip of the Week
Common Sense Managing Tip of the Week - - From the CUSTOMER SATISFACTION SECTION
Plus an example that proves the point of this Tip.
Every organization is a reflection of its leadership. When leaders do nothing more than talk about customer satisfaction, so do their people. When leaders demonstrate their commitment to satisfying customers through their daily actions, so will their people. It just makes sense - common sense.
Betsy Sanders, former Nordstrom vice president and author of Fabled Service, observes: "Employees pay scant attention to what you say and keen attention to what you do. ... The real crisis occurs when leaders pontificate about what they want for their companies while undermining the visions through their own practices."
"Ninety-five percent of American managers today say the right thing, five percent do it."
John Huey
What do you do on a daily basis to demonstrate your commitment to satisfying customers?
What else could you be doing to demonstrate your commitment?
This Common Sense Managing Tip is from the Customer Satisfaction section of Common Sense Managing: Simple Ideas That Produce Results. The book is immediately available at http://www.growthassociates.org or amazon.com.
A Recent Example That Proves The Point
Kathy Aguglia and Francine Neilson, Customer Service Managers for Ivoclar North America, are two great examples of the five percent who "do it" - walk the talk.
They asked me to conduct a one day workshop on customer treatment for their Customer Service Representatives. To customize the workshop for their specific needs I requested background data on their company, products, customers, and people. Kathy asked "how much information do you want?" My reply was "everything."
Within a week I received a two inch file containing "everything": Company history, product line, customer profile, call handling stats, detailed job descriptions, plus a handwritten review of each employee. As we developed the workshop objectives, outline, and materials Kathy and Francine asked their people for particular customer call situations they found especially challenging.
The result was an outstanding workshop.
Why was it outstanding? I've designed and conducted such workshops for over a hundred organizations over a 25 year period. The core materials and presentation has evolved to the point that this customer treatment workshop is always extremely well received. What notched this workshop up to outstanding was Kathy's and Francine's behaviors.
Kathy's and Francine's behaviors demonstrated to me and the CSRs that they expected a results producing learning experience. These Managers involved their people in the design which heightened their expectations that real issues were going to be discussed and resolved. They provided me with every possible tool to focus the time we had on meaningful issues. The extra effort on their part motivated me to arrive a day early so that I could meet their people in their work environment.
I have never been better prepared when I began the workshop on Saturday morning. The time flew, participant energy soared as options and communication tools for handling real Ivoclar work situations were discussed and practiced. Each participant left at 4:45 with a personal contract for three measurable actions they committed to applying.
As Betsy Sanders observed: "Employees pay scant attention to what you say and keen attention to what you do." The employees did. So did the consultant. It's a pleasure to work with managers who demonstrate their caring.
[Kathy is willing to share the details of the Ultimate Customer Treatment workshop. She asked that you contact her through me so that she is not overwhelmed with calls. The Power Point slides are viewable on our website at http://www.growthassociates.org Presentations, Ultimate Customer Treatment]
Bill Werst Bill@growthassociates.org
802 Mollie Street Drive
Hood River, Oregon 97031
[541] 386-1117 fax 386-9417
http://www.growthassociates.org
Close window to return to TIPS Newsletter Archive list.
Subscribe to
Common Sense Managing TIPS NewsletterTo receive Tips free via e-mail,
subscribe here!
Your E-mail
- Back to top
The Book - Tips, Articles & Presentations - Interact - Casino - About us - Contact us
© 2000 Growth Associates
802 Mollie Street Drive - Hood River, Oregon 97031
541/386-1117 - Fax 386-9417
e-mail bill@growthassociates.org
Web design by Riverside Graphics
e-mail