Go the Extra Mile -Customer Service
We’ve all probably heard a few things about customer service:
“The Customer is always right!”
“Customers come first.”
As leaders and realist, we should all recognize the customer is not always right. However, we can educate the customer until they are right. Lee Iacocca really pushed this when customers’ request went against his corporate core values or company quality standards. We also need to realize we have customers both outside and inside our company or organization. Meaning external and internal customers. A team (whether inside a company or not) needs to recognize they are interdependent on each other for the greatest success and to achieve excellence. An internal customer is still a customer and in most cases is (in some shape or form) representing the end client. This means we are internal customers of each other on a team and as leaders we need to ensure we are setting the example by working with other teams to achieve success for our organizations.
My first memorable experience with customer service was when working at a chain bookstore during my senior year in high school. Other than training on how to use the register, stock bookshelves, and locate requests, or make special orders, there was no training whatsoever for dealing with customers. My only training for customer service was based on two conversations at this point in my life. My father who was once a VP at a tire company informed me that: “The customer is not always right, but the customer is the customer.” The other conversation was with my grandfather (a former VP of a railroad) who informed me the “The customer is not always right, but you have to make it right.” So, these pieces of information have been my drivers when dealing with customers internal and external. This information was first tried and tested during a Christmas shopping season in 1984.
A lady came into the store, her appearance was just shy of “homeless” and she asked if her book that she ordered came in. I ran through the index card files we kept (no computers at this time), no sign of an order having been placed. She was not happy and explained she ordered it weeks ago and it was to be a Christmas gift before she went to visit family across the country. I explained I could not find the order in our records, but I would be happy to place the order again but rushed and have it by Thursday as it was listed on the microfiche inventory (once again no computers) as being in the regional warehouse. Not good enough, she was leaving in the morning. Where did her family live that she was visiting I asked, and she stated St. Louis. I explained I could place the order and have it delivered to one of two stores in St. Louis. Not good enough. I offered her a 40% discount for the inconvenience. I really wasn’t authorized to do that, but I wanted to make it right, my manager had left for lunch, and it was just I and one other person staffing the store. What I planned to do to move things along with a growing crowd of shoppers waiting checkout, was give her my employee discount. Not good enough, as it still wouldn’t be resolved, she explained she wanted it in hand to give to her son. “Ma’am, I really want to make this right for you, can you tell me what your son likes reading and I will be happy to make a recommendation or possibly find a replacement that we have in-store. I will still give you the 40% discount as well.” Not good enough, “I want to see your manager.” I explained she would be back at the top of the hour, she thanked me and said she would be back. She did come back, but it was the next month, and she brought the manager of the mall where our bookstore leased from, the other person in attendance was the regional manager for the bookstore chain. My manager went to the back with them and then paged me a few minutes later to come to the office. Turns out the difficult shopper who could not be satisfied was a “Secret Shopper” for the incorporated mall and she and the mall manager were so impressed with the customer service offered they contacted the corporate office for the bookstore chain and let them know. The regional manager showed me a copy of her letter, then asked how I learned or was trained on customer service. Had to be honest and let him know I learned from my dad and grandfather.
Later, when I went to work for a private EMS service, they were not only about patient care and customer service but also internal customer service between departments.
In addition to the two guiding pieces of familial advice concerning customer service, I add the following questions to my thoughts when dealing with internal customers to determine if the quality of service is as good for internal customers, as it would be for external clients. The measurement I use is to question is - “If I were to send this person an invoice for the service I just provided, would they pay it, contest it, or let it go to collections? Would they feel they received value with the service provided?”
“Go the extra mile. It’s never crowded.” -Dr. Wayne Dyer
Remember the depth of the relationship we have with our current customers will always be the issue and opportunity, for without customers (internal or external) an organization fails.
Till next week, Provide Excellent Customer Service Internally & Externally, and LEAD ON!
