Your Customer Service Framework
It has been a long time since my last entry. I’m really sorry about that. My life has been a bit out of sorts since last summer. I didn’t realize how much an attempt to change things up would actually change things up. It’s hard to believe that my last entry was over a year ago. I had to read all the other entries to get back to where we are now. You may have to do the same as well.
The last time we were together, we actually walked through an example to get an idea of where the Points Of Challenge (POC) could be. We came up with eight, but there really are probably more. I think the exercise was a very enlightening one. Once the POCs are brought to light, they can be addressed on a prioritized basis. You as a business owner may not want to attack them all, but maybe only a specific one. How you go about working on a particular POC, depends on what you are trying to do specifically with improving your customer service. By taking the time to truly understand the concept of the Service Mechanism, you can create a framework for your customer service posture that creates a theme for your business. That means, that no matter where a customer is interacting with your business (remember the three-dimensional object from before), their experience will be the same with respect to how they are served.
This Has To Be Real
To understand the Service Mechanism concept, you have to put yourself in the place of your customers. This is not an itemizing of POCs, but an overall view of how your customer is to be treated when they do business with your company period. It’s almost like you’re creating a culture for your company – an image you want to portray at all times and in every situation to your customers. Let me not be misunderstood. This culture is not some game or phony baloney. It is the stream that flows through the fabric of your business. I know that may sound a little mushy, but this has to be real. You and your employees must flow into the culture you create effortlessly. That’s what makes you, your employees, and your customers happy for some time to come. Creating this framework (or Service Mechanism), means you have to get buy-in from all your employees. Wow, not that’s a spicy meatball!
Take some time and mull over this new content. Leave a comment or email me if you would like to discuss some of these ideas further. Next time we’ll talk about what you’ll really need to do to found improved customer service.
Thanks for reading,
Darryl