"Telling people what to do is good, but telling them how to do it is even better."

NOTABLE MOMENTS

02:53 Customer experience when employees badmouth colleagues and customers

06:14  Reoccurring behavior can signal a lack of action despite recognizing problems.

10:02 Multiple options, including online ordering, make customer service essential

12:42 Retain customers by preventing exposure to competition.

The difference between businesses that run smoothly while others fall apart is the culture of service. Jody recently had a personal experience that perfectly highlighted this principle.

During a visit to a local auto parts store, Jody was on the receiving end of an unprofessional employee’s behavior. This employee was downgrading coworkers and even criticized Jody himself right in front of him as he tried to make a return. It's no surprise Jody decided to take his business elsewhere.

When he did, he found a competitor who provided exceptional service. They were able to guide him through options for his car headlight using kindness and expertise. The lesson here? One bad experience can drive your loyal customers straight to your competition.

Incidents like these usually signal deeper issues within an organization. A poor culture allows these negative behaviors to fester and affect customer service. Effective leadership and management ensure that employees understand and align with high service standards.

When Jody called the manager to report the incident, the response was underwhelming. He was given a mere promise that the manager would "remind the employee of service standards." This didn’t instill confidence that real change would happen. Managers need to go beyond lip service and take decisive actions to correct a toxic attitude among employees.

These days it is easy and tempting it is for customers to switch to alternatives like Amazon when local businesses fail to meet expectations. Great service isn’t just a bonus; it’s essential for the survival of a business.

Remember, don’t give your customers a reason to look elsewhere. Exceptional service can be your strongest competitive edge. Whether it’s through personal interactions or efficient service, always strive to exceed their expectations.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Jody Maberry

Travel Guidance

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