One of the big problems in the world of Customer Service today is that too many companies do not trust their employees to take care of the customers. Since the employees are the ones who deal with the customers, not empowering them is the customer service "kiss of death".
Mary Kay Ash, when asked why her cosmetics business had been so phenomenally successful, answered, "I try to hire really nice people and I try to let them be as nice as they can be." Sounds simple but it isn't. Companies must first start with HIRING. And it's hard to find "really nice", competent people. But it's worth the effort for companies like Mary Kay's.
Another great Culture of Service is on display at Nordstrom's. Too many companies specifically and too many industries generally (Google Customer Service Hall of Shame) have too many rules. Nordstrom V.P. James Nordstrom had this to say: "Rules give employees another reason to say 'no' to a customer. That's why we hate rules!" In the book THE NORDSTROM WAY, I was able to find one rule: "Use good judgment in all situations!" Seems like one dandy rule to me!
Here in Indianapolis and in several other mid western cities, Mike's Car Wash sets a terrific Customer Service standard. I've never pulled into Mike's, no matter how hot or cold it was, when the employees weren't very friendly and professional. I know Mike's President Bill Dahm personally and I know his commitment to hiring the best, training them best and finally EMPOWERING them is second to none.
Being able to empower employees means a company has to make a huge commitment in time, money and resources to hiring, training and empowering. And the commitment must be ONGOING. You must constantly remind even the most senior employees that Customer Service must be JOB ONE. It's not easy. You can't empower without paying attention to these basics. "Hats off" to the minority that do. "Brickbats" to the majority who don't!
Wednesday, September 30, 2009
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What Did My Clients Say?
Very worthwhile…highly recommended to anyone who values customers.” -Julian Peebles, Ruth Lilly Health Education Center
“Thanks again for the wonderful presentation. It was exciting that our employees were fired up and began to think forward and place themselves mentally into some of the situations they may encounter at Victory Field.” -Randy Lewandowski, Assistant General Manager Indianapolis Indians
“…the overall attitude of our management team is much more positive…and the team is much more aggressive in tending to clients ‘and guests’ needs.” -Chuck Lazarra, President, Ritz Charles
“Danny is an excellent presenter who understands the benefit of high quality customer service. He relayed heartfelt stories that translated to our business and reinforced the impact that each of us has on customer service and its effect on our success.” -Doug Ruggles, Corporate Training Director, F.A. Wilhelm Construction Co., Inc.
“Your talk was very insightful and right on point. It also was entertaining and a lot of fun. The points you made were simple but highly effective. Your expertise in the area of customer service was obvious.” -Chad Wilke, Senior Event Coordinator, Indiana Convention and Visitors’ Bureau
“Danny is a delight—so full of energy—you feel inspired after spending just a few minutes with him. And there were several great pearls that I walked away with.” -Pam Bales, Consultant, Benefit Associates
“We have worked with many consultants over the years, but none more energetic than Danny. He worked diligently with us beforehand to model the program to our specific needs… From the President to the newest supervisor, we are all excited to begin implementing what we learned tomorrow morning! …..” -Rick Roberts, Vice President, Engledow Group
“I am also conducting the first Team Leader Training Class tomorrow. With a little help from the Danny O Experience I think it will be a hit! Thanks for being such a great motivator!” -Michelle Nichols, Corporate Trainer, Ossip Optometry
"I know some of you have brought in speakers in the past to inspire your staff. As you probably know, I’m difficult to impress. Well, Danny impressed me. For one thing, he’s one of you and not just another speaker. He made me wish I was working back in the stores. And for you wholesalers, he’s would be a great motivator for speaking to your independents. He got huge applause from the WGA retailers. I definitely see you having some quick payback having him speak." -Dave Livingston, DJL Research, LLC
“Thanks again for the wonderful presentation. It was exciting that our employees were fired up and began to think forward and place themselves mentally into some of the situations they may encounter at Victory Field.” -Randy Lewandowski, Assistant General Manager Indianapolis Indians
“…the overall attitude of our management team is much more positive…and the team is much more aggressive in tending to clients ‘and guests’ needs.” -Chuck Lazarra, President, Ritz Charles
“Danny is an excellent presenter who understands the benefit of high quality customer service. He relayed heartfelt stories that translated to our business and reinforced the impact that each of us has on customer service and its effect on our success.” -Doug Ruggles, Corporate Training Director, F.A. Wilhelm Construction Co., Inc.
“Your talk was very insightful and right on point. It also was entertaining and a lot of fun. The points you made were simple but highly effective. Your expertise in the area of customer service was obvious.” -Chad Wilke, Senior Event Coordinator, Indiana Convention and Visitors’ Bureau
“Danny is a delight—so full of energy—you feel inspired after spending just a few minutes with him. And there were several great pearls that I walked away with.” -Pam Bales, Consultant, Benefit Associates
“We have worked with many consultants over the years, but none more energetic than Danny. He worked diligently with us beforehand to model the program to our specific needs… From the President to the newest supervisor, we are all excited to begin implementing what we learned tomorrow morning! …..” -Rick Roberts, Vice President, Engledow Group
“I am also conducting the first Team Leader Training Class tomorrow. With a little help from the Danny O Experience I think it will be a hit! Thanks for being such a great motivator!” -Michelle Nichols, Corporate Trainer, Ossip Optometry
"I know some of you have brought in speakers in the past to inspire your staff. As you probably know, I’m difficult to impress. Well, Danny impressed me. For one thing, he’s one of you and not just another speaker. He made me wish I was working back in the stores. And for you wholesalers, he’s would be a great motivator for speaking to your independents. He got huge applause from the WGA retailers. I definitely see you having some quick payback having him speak." -Dave Livingston, DJL Research, LLC
