Four ways to improve customer service
- Delegate it to your customers. Let them give feedback, good and bad, early and often.
- Delegate it to your managers. Build in close monitoring, training and feedback. Have them walk the floor, co-creating with their teams.
- Use technology. Monitor digital footprints, sales per square foot, visible customer actions.
- Create a culture where peers inspire peers, in which each employee acts like a leader, pushing the culture forward. People like us do things like this. People like us, care.
You've probably guessed that the most valuable one, the fourth, is also far and away the most difficult to create. Culture is a posture that lasts. It's corroded by shortcuts and by inattention, and fed by constant investment and care.
Big company or small, it doesn't matter. There are government agencies and tiny non-profits that have a culture of care and service. And then there are the rest…