I was talking to one of my clients yesterday, the President of a large commercial landscaping operation called Austin Outdoor, about how to help his front-line folks take their customer service delivery to a higher level. Now mind you, this is already a great company that delivers consistently excellent customer service, but because they are a truly great company… they want to do even better. So as I was driving to the office this morning I was thinking about how to really send a clear message to all of his employees about the critical importance of always delivering amazing service when a powerful image came to my mind.
Imagine one of the Austin Outdoor crews working feverishly all day on making the landscape at a luxury resort look absolutely stunning. Then at the end of the day the manager of the resort inspects the grounds and asks all of the Austin Outdoor crew members to line up and hold out a handful of their personal bills. The manager then walks up to the first person and says, “Nice job today, the flowers look superb… here, give me your bill for your car payment, I’ll pay that one for you.” Then the manager steps to the next person in line and says, “You worked your butt off today, great job… let me have your mortgage bill, I’ll take care of that for you this month.” And so on down the line, taking one person’s electric bill, another’s car payment, another’s credit card bills… I mean, wouldn’t it be cool if one of your customers followed you around as you did your grocery shopping and when you got to the check-out they stepped-in and said, “Put away your wallet, I got this!”
To me this image is striking because it is true — your customers are exactly who pays your personal bills for you. Doesn’t that make you want to take your customer service up a few levels?
Hope this helped – take good care – John