My Historic Barn post sparked a heated debate with a client yesterday. I made the point that every person in an organization is responsible for the customer service experience. She disagreed.
Here’s my logic, and why I believe I won the argument. Let’s say you have a small business employing 15 people. And, let’s also assume you serve 200 customers a year. Now think carefully about how these valuable customers interact with your staff, and who they come into contact with.
On any given day a customer may need to speak to the following people in your organization:
- your receptionist,
- your sales staff,
- your accounts department,
- your technical staff,
- your workshop technicians,
- or you, the business owner.
Work this out for yourself. 15 people serving 200 customers. Assume that 80% of your staff complement communicates with each customer. That’s a whopping 2400 opportunities to impress your customers each year.
Of course, there’s always the alternative; 2400 opportunities to annoy your customers each year. Which would you prefer?
If you're new to thinkdave.com, you may want to subscribe to my RSS feed. That way, you'll get to know about all the good stuff as it happens!
{ 0 comments… add one now }
Leave a Comment