Doing Things The Right Way
How many times have, we as consumers, been knocked out of our socks by the way we’ve been serviced? I don’t know about you, but I have noticed a serious decline in the number of good customer service experiences I have had – let alone great ones. I have truly been thinking about this facet of business for quite some time now. Why aren’t companies more concerned about their image with their customers? Is it something that really doesn’t matter any more? We have been giving them our money anyway right? Many times when we discuss how things could be better, it usually ends up at the “what’s the right thing to do” stage. If companies were to take that to heart, well, we might not be having this discussion.
From the perspective of “doing things right”, that always takes time and planning. And once everything is implemented, it must be periodically reviewed to ensure that everything is going according to the plan. Times change right? Now what I have to present, may necessarily, not be new news. However, it is a comprehensive approach to improving customer service and “making things right” for consumers. Ultimately, happy customers, means a happy business.
What are “Points of Challenge”?
So to get started, this comprehensive approach that I am talking about is based on what I call “Points of Challenge”. POC for short from now on. Everywhere a customer may interact with your business physically, mentally, or emotionally, is a POC. It’s best to leave no stone unturned when going through this process. I believe that the best way to approach this, is to conceptualize your business or company, with respect to customer service, as a three dimensional entity. And from there, any way a customer can interact with your business, will help you determine what and where your POCs reside. Remember, interaction is physical, mental, and emotional. So the colors you choose for your web site or logo, for instance, is a customer POC.
Take some time and think about this concept. And when I come back, we’ll start with the outside of the entity and work our way in.
Thanks for reading.
Darryl