Service recovery is one of the most important tasks in any business. When a mistake happens, the next employee has the responsibility and the opportunity to make it right.
· Customers want excellence.
· They pay for things to be right.
· When they’re not, everyone’s on the hook
· To make the total customer experience right.
· That last experience is the one they’ll remember.
A service mindset must be instilled in every employee – make it part of your company’s values and training. It’s not enough to show employees what to do – explain why so they understand the context and objectives of their actions. To understand the expected results. Let them know that if they see something wrong, they are empowered to act to make it right. No questions asked. No additional approvals needed. That’s building integrity into your culture. And consider taking it a step further – train them how and when their work intersects with others – in their own or related departments. That way they can help if something between the two isn’t right. So nothing falls between the cracks. And when they follow up and make a bad experience right, make a big deal of it. Catch them doing that. And broadcast your praise. Because reinforcing the behaviors you want is better than only reacting when they’ve done something wrong. That’s Psychology 101. Come to think of it, that’s Management 101. Catch people doing things right today.
Miles Davis III (1926 – 1991): American trumpeter, bandleader, and composer. He is among the most influential and acclaimed figures in the history of jazz and 20th-century music.
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