Here is your Daily Dose of Amazing Service:
Put customers before tasks
And here are some additional thoughts on this topic…
Most of us to focus on doing our jobs well. We should. And when others on our team do their jobs equally well, it can make life easier for the whole team. The organization seems to work better.
But if we take this too far, we risk over-focusing on it. This happens when we pay more attention to tasks that need to be done right than what the outcome is for our customers. We put our customer’s experience at a lower priority than getting things done right or on time.
When we do this we leave our customers out of the equation. We make it to easy for them to have the wrong experience. We can be excellent at the task side of our jobs. But if our customers get a bad experience, then we all lose. It’s like winning the battle but losing the war.
Pay attention to your work and your team next week. Do people focus more on getting tasks done well or on delivering the right customer experience?
{ 2 comments… read them below or add one }
Yea, I’m with you on this one Kevin. Multitasking is the scourge of customer service.
As a customer I hate it when an employee is doing something else while “trying” to help me. No matter good they are you will never get the same quality experience. Thanks for sharing your thoughts Martin!