Monday, March 05, 2007

it's official, customer service IS important...

take a look at this commentary on a recent study by University of Michigan Professor Claes Fornell

this whole thing almost seems laughable and yet there it is, what i've been saying and what i've built an entire framework around. MANDATE AMAZING is all about creating AMAZING customer experiences and AMAZING employee experiences...so all skeptics pay close attention...now that academia has stepped up and proclaimed it you can now believe it...

sarcasm aside, motivating your employees to treat your customers like royalty isn't always the easiest thing to do...and i believe it starts with hiring the right people...be picky, be patient and hire maturity rather than a warm body...this will take organizational discipline and it will pay off in the long run...this is a choice.

continue to hire stumps that run at the first sign of real work or you can take more interest in this process and match the right people, levels of character, personality and skills with the job and culture, this will translate into less issues down the road, ultimately less turnover and better customer service results.

1 comment:

mary said...

"Too bad common sense isn't". Without customers there will be zero revenue. Liked your advice to those in charge of hiring.