Health care, education, retail and manufacturing all share one common obstacle – the lack of professionalism within and outside of the workplace. Today, I not only personally experienced once again poor customer service because of poor professionalism, but listened to several stories from clients who also were experiencing poor professionalism within their own workplace.
Today when trying to reconcile some health care paperwork for my mother, I received not one, not two, but three entirely different explanations as to why something had not transpired. This delay in paperwork cost my mother several hundred dollars. The attitude from the health care staff was she was going to be in a couple of weeks, no big deal. Even though I had personally dropped off this paperwork, the health care provider did not even bother to call me or my mother to notify us of some missing paperwork that wasn’t even on the request form. And health care wonders why they have such a poor reputation.
A client shared with me his story about attempting to meet his client’s need of having a shipment out on time. Calls to the designated inside person went unanswered. Even his direct supervisor could not secure the complete information. Finally, he had to seek help form a Vice President. Now, the inside person feels betrayed and believes he now has a legtimite reason not to return any phone calls. The customer who is worth multi-millions in dollars each year is not happy and who can truly blame the customer.
Another colleague was trying to secure some information regarding an expensive electronic device. Calls to the service department did not provide the necessary answers. Finally a visit to the store resulted in a face to face conversation with the salesperson saying "This wasn’t her job." No wonder customer service appears to have died.
Possibly, every employee should embrace the philosophy of one of my clients who has the following sign throughout his facility from the waiting room to the manufacturing floor.
C. Customers
A. Are
T. The
O. Only
R. Reason
Without customers, no business whether for profit or not for profit would exist. Yet, treating both internal and external customers appears not to be a priority. Rather some employees would focus on everything wrong with their job from being short handed to not being paid enough. HINT: If your employees believe that they are short handed or have too much on their plates, ask them if they waste 12 minutes a day? My experience is that most employees will honestly acknowledge that they do waste 12 minutes a day and therefore their plate really isn't as full as it appears to them.
Granted, one simple word such as C.A.T.O.R. will not increase exceptional customer service overnight. However, by focusing on the customer and aligning all beliefs on such a simple word should begin to develop a culture where Customers Are The Only Reason.
Improve Customer Service thru Professinalism that CATORs to All Your Clients - To learn more about this author, visit Leanne Hoagland-Smith's Website.
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Are your sales where you want them to be? Will you be one of the few who achieves sales success or one of the many who have failed to change? So what are you doing to change those results? Let’s be honest, with companies moving globally and at lightening speeds, the traditional business solutions are outdated and dead. My approach moves your business out of its comfort zone and secures your competitive advantage now. If you are seeking to increase sales, build customer loyalty, create a culture of great attitudes or just achieve some sleep filled nights, then we should talk because my clients have experienced exactly those types of results. Learn more about customer loyalty at http://www.processspecialist.com/customer-loyalty.htm Give me a call at 219.759.5601 for a free strategy session. P.S. If you are seeking a motivational speaker, sales trainer or small business expert that will leave your audience smiling and remembering, please feel free to contact me at 219.759.5601. - Visit Leanne Hoagland-Smith's Website |
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