Here is your Daily Dose of Amazing Service:
Always Remember: Customer Service is Everyone’s Job
And here are some additional thoughts on this topic…
Adam Smith changed the world’s thinking on how we should do our jobs. Specialization of labor helped launch a new era in productivity in the industrialized world. But taken to an extreme, anything can be dangerous, even the idea of labor specialization. If we focus only on our jobs, our organization will suffer. The entire organization needs to focus on serving our customers. This means everyone, not just the people who have direct contact with them.
Everyone in the company needs to play a role in knowing what customers want and helping them get it, in a way that is sustainable for the company. As Jan Carlzon (former CEO of Scandinavia Air) said: “If you’re not serving the customer, your job is to be serving someone who is.” Anyone who fails this test should worry about their job security.
Today, think about how you can play a role in serving your organization’s customers. If you do not work directly with customers, whom do you serve who does?