Wednesday Winsight-4: Expectations. Consistency. Sustainability - create a culture of excellence in
Last week I wrote about training retail staff to improve customer service. But it’s not enough to teach/train your staff to care about customers and then just expect them to begin implementing what they learned. According to the Model of Excellence, there needs to be a follow-up.
Firstly, employees need to know what the expectations of them are now that they have this newfound customer service knowledge.
Next, employees need to be observed and evaluated for consistency. Far too often, (soon) after a training is given, employees/procedures return to their old ways.
Finally, once some consistency has been established, it needs sustainability. What was learned at that initial training needs to be maintained over the long haul?
Leadership at all levels must raise expectations, develop consistency, and maintain sustainability immediately after their customer service training. It requires daily attention. In all business, retail in particular, exceptional customer service needs to be elevated to the point that it becomes part of the company’s culture. To quote Tony Hsieh, the founder/CEO of Zappos, “Customer service shouldn’t just be a department, it should be the entire company.” Why? A 2018 Fobes article’s headline stated that “Businesses Lose $75 Billion Due To Poor Customer Service”. Furthermore, it and many other articles claim that 60% or more of the time, customers take their business elsewhere and/or become “serial switchers” after a bad customer service experience. What’s a serial switcher? I’ll write about that and more in my next article. Thanks for reading!