During these uncertain economic times, one thing that continues to amaze me is how some businesses seem to have forgotten basic customer service skills. You would think that now more than ever, they would be concerned about keeping their customers happy. After all, satisfied customers are returning customers and a referral source for the business.
This past weekend while visiting some elderly relatives who are still living at home, I saw two examples of customer service. One woman stopped by to deliver some supplies. It was clear from her body language and verbal language that all she wanted to do was have the delivery signed for and she was out the door. She had no desire to talk, even for a few minutes. We were in the kitchen when she came and she had left the supplies in the living room. After she left, we realized she had brought the wrong supplies! So, another phone call and another delivery had to be made. This was a frustrating experience.
The other example was a nurse's aide that stopped by to check on the relatives. She clearly loved her job and formed a relationship with her clients. She not only conducted the business that she needed to do, but she took the time to talk. Her work load that day was double what she normally had because meetings the prior day prevented her from seeing her clients. But, that didn't prevent her from taking the time to make these elderly relatives feel important. Her comment was "I take as much time as needed with each of my clients. If I have to work until 8 pm tonight, to get the job done, then so be it."
I was so impressed with this woman. I complimented and thanked her for caring. I told her that it was rare to run across someone who cared so much and let her know how much I appreciated it. She's the kind of employee I want on my team!
What kind of employees do you have? Are your employees projecting the brand image that you want? With unemployment so high, employers can be choosier. No need to hang on to employees who have a bad attitude or don't really care. There are probably lots of people who would gladly do the job!
Katie Wacek is the President of Sandia Mountain Marketing, a marketing consultancy that provides strategic and tactical marketing expertise to small- and medium -sized companies, professional service firms, and thought leaders throughout the United States. Learn more.
Monday, June 22, 2009
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