Be Different or be dead

August 26, 2013

Why ‘the little things’ that happen make poor customer service

Source: Unsplash

Why ‘the little things’ that happen make poor customer service.

Customer service is all about the little things we notice and get annoyed about

— The dust ball remaining in the corner after the professional cleaners ‘finished’ their job;

— The grease on the steering wheel after they have finished servicing your SUV;

— The soiled seats on the aircraft;

— The lipstick residue on the wine glass;

— The dirty marks on your cupboard door after the hinges have been replaced;

— That the serviceperson didn’t remove their shoes when entering your home;

— The lack of free wifi on the cruise you spent $10,000 on;

— The $1.00 adding error on the restaurant bill;

— The indifferent attitude of the restaurant server.

The reality is that these are the things we do notice.

These are the things that we expect not to happen.

These are the things that indicate the serving organization is not concerned with the details that finish the job completely for us.

These are the things that reflect the culture of the organization and the values of leadership.

“They notice everything” posters should be plastered about the workplace

So if organizations want to create amazing customer experiences, their leaders should monitor every nook and cranny of the organization to pick up on and change “maybe they won’t notice” attitudes and behavior.

Cheers,
Roy
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• Posted 8.26.13 at 06:16 am by Roy Osing
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