Get everyone involved
And here are some additional thoughts on this topic…
Jan Carlzon, former CEO of Scandinavian Airlines said: “If you’re not serving the customer, your job is to be serving someone who is.” It’s one of my favorite customer service quotes because it reminds us everyone in the organization needs to be involved in serving our customers.
Our customers come to us for help. They want to accomplish something (or prevent something.) And they want to be treated in a certain way, as they get the help they want. And for us to help them the best way we can, we need to know what they want and how best to give it to them, in a way that is profitable and sustainable for our organization.
Doing this well requires a lot of information and ideas. So our ability to be successful goes up dramatically if we have more people involved in this effort. Shari Ballard, EVP of Best Buy calls it ‘making the math work’.
In your organization or team, how many people are involved in delivering the right solutions and experiences to your customers? How could you get more people involved? How would it help your organization if you did?