Customer Service: Is It a Service of the Past?
What Does Inconsistent Customer Service Cost a Company in the Age of Social Media?
Day 5 – Part 10 - The Question Every Organization Should Ask
Instead of asking only:
“Did the employee complete the transaction?”
Businesses should also ask:
“What story did the customer leave with?”
Because that story matters.
One employee may see a customer for two minutes.
The customer may tell that story for two years.
And in today's connected world, the customer may not be telling it to five people.
They may be telling it to five thousand.
The solution is not complicated.
Listen.
Be consistent.
Correct mistakes.
Treat concerns seriously.
Recognize unconscious differences in how people may be treated.
Train employees to understand that intent and impact can be different.
And when a customer tells you an experience left them feeling dismissed—or even questioning whether race influenced their treatment—don't immediately become defensive.
Listen to what created that perception.
Sometimes protecting a company's reputation begins with something as simple as putting a cinnamon roll in a box.
But ultimately, it isn't about the cinnamon roll.
It is about how you made the customer feel while you were serving it.
Leaders ask Yourself and provide your Thoughts as it pertains to your organization.
Instead of asking only, “Did we complete the transaction?”, are you also asking, “What story did the customer leave with?”
If your customer told that story to 1,000 people tonight, would it reflect the experience, values, and reputation you want associated with your organization?
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