Caring
04/01/10 12:00 PM
This is a simple word that means a lot of things to a lot of people. In this case, I want to talk about the business related versions of caring. You know, caring about your job, or caring about your customers. The things that keep you in business.
From where my office is in the building, I can hear most of what my Customer Sales Representatives say on the phone. I can hear instances of exceptional customer service. I hear them go the extra mile for the client. I also hear them occasionally drop the proverbial ball as well. Nothing is more frustrating to me to hear them get short with a customer, or slough off an issue that really needs to be addressed. More often than not, the extra steps it takes to care are so miniscule, so easy, that it is just pure laziness that makes you drop the ball.
Each and everyone of us have had a waiter that goes the extra mile. The one who gets you a fresh drink before your glass is even empty. Or who brings more bread without you even asking. We have all also experienced the opposite. Situations where the waiter could care less about your experience. Where you sit around forever waiting for a refill.
Putting yourself into these situations, you remember which one was more satisfying. You need to think about this the next time you are the one providing the service. Keep that feeling in the back of your mind. Taking the few extra steps can build you a loyal customer for life. As a waiter who works for tips, or a CSR who works on commission, or a small independent business owner, loyal, satisfied customers are EXACTLY what pays your bills.
Keep that in-mind the next time you feel it takes too much time to go that extra step. Because caring is usually free, but can pay dividends in return.
Doug Jacobs
From where my office is in the building, I can hear most of what my Customer Sales Representatives say on the phone. I can hear instances of exceptional customer service. I hear them go the extra mile for the client. I also hear them occasionally drop the proverbial ball as well. Nothing is more frustrating to me to hear them get short with a customer, or slough off an issue that really needs to be addressed. More often than not, the extra steps it takes to care are so miniscule, so easy, that it is just pure laziness that makes you drop the ball.
Each and everyone of us have had a waiter that goes the extra mile. The one who gets you a fresh drink before your glass is even empty. Or who brings more bread without you even asking. We have all also experienced the opposite. Situations where the waiter could care less about your experience. Where you sit around forever waiting for a refill.
Putting yourself into these situations, you remember which one was more satisfying. You need to think about this the next time you are the one providing the service. Keep that feeling in the back of your mind. Taking the few extra steps can build you a loyal customer for life. As a waiter who works for tips, or a CSR who works on commission, or a small independent business owner, loyal, satisfied customers are EXACTLY what pays your bills.
Keep that in-mind the next time you feel it takes too much time to go that extra step. Because caring is usually free, but can pay dividends in return.
Doug Jacobs