YOUR CUSTOMER SERVICE SUCKS

Why? Because your leadership sucks! 

I can tell when I walk into a business what the leadership is like. If the customer service sucks or is average...so is the leadership.

"If your customer service sucks, it's because your leadership sucks. Customer service is a reflection of leadership." - a #Clarism

Poor customer service outside your business is a true reflection of what is going on inside your business!

It is a leadership problem.

Before we get to that, let's look at the customer. What do customers want? They want what they asked for and a little bit extra. Customers don't give a crap about what happens below the line. All they truly care about is "Did I get what I wanted?" They are paying you for a service or a product, not excuses.

Now the goal is to get customers to talk about your business. Word-of-mouth marketing is still the best marketing in the world. I am going to share with you some wise words from my good friend Michael Hopkinson. There are only two ways to get people to talk about your business embodied within three levels of service:

• AWESOME
• GOOD
• CRAP

Let's eliminate one immediately. Nobody talks about "good service" or a good meal or a good movie. Meh.

If you think something is AWESOME or CRAP you tell everyone! So if you want people to be talking about your business, I suggest you choose to deliver AWESOMENESS!

How can you deliver this if you have uninspired, disengaged people? What kind of service do you think they will deliver? If they are unhappy, miserable or just working there till something better comes along then they will do merely enough to keep their job...somewhere between GOOD and CRAP.

So how do you move your team to deliver AWESOMENESS? You deliver AWESOMENESS to them!

You need to ensure at every handing over of the customer baton through your internal process that awesomeness is passed on with the baton! 

People will live up or down to the expectations you as the leader hold of them. If you allow internal personalities to get in the way of awesomeness at any or every stage of the process, then that's your fault as the leader.

Next, you need to provide awesome service to your team, so they know what awesome service to the customer looks like. Then empower them to deliver that...awesome service. Whatever is happening inside your business will find a way to manifest itself on the outside...awesome, good, or crap. You choose. You lead...on purpose.

Dave Clare, CEO & Founder - Circle Leadership

WEEKLY CLARISM

Please see above...you get the point.