Do you operate a one size fits all service? Forcing round pegs into square holes? Today the customer demands a bespoke service, so how do you make sure you deliver this?
Well firstly, as Lee Cockerell, VP of Disney Operations quite rightly says “Customer Service is not a department”. This quote is so simple yet so powerful. It is the job of every employee within a business to deliver excellent service at every touchpoint with the customer.
There is nothing worse than hearing someone being inflexible with customers, simply because the “computer says no”. How many businesses give their employees the autonomy to make decisions to manage the customers’ experience? If they don’t allow employees to make these decisions, why is that? I would argue that either they haven’t got the right people, or the right culture.
If you have the right culture and the right people in your business, then surely you can leave it up to them to make decisions about doing the right thing?
I heard a lovely story about a Disney employee delivering excellent customer service that I would like to share. When 9/11 happened, Disney closed all of its parks and evacuated all guests to their hotels for security reasons. There were a number of people that wanted to get back to New York urgently and one of these people was a firefighter. This chap desperately wanted to get back to help his colleagues out at the World Trade Centre. All flights were grounded and all of the rental cars had been rented so the firefighter was stuck. The bell boy at Disney’s hotel heard this customer’s
problem and lent the firefighter his personal car. This is an extreme case, but that employee did not have a system or process in place to deal with that situation, he did not have it written in his job description to give up his personal car, he did it because it was the right thing to do.
If people are recruited for their attitude, have passion about delivering excellence and an understanding and belief about what the company stands for, then surely they should be trusted to make the right decisions. If your team have believe in the values, purpose and mission of the business then surely some trust should be put in their ability to make a judgement call and offer a bespoke service to the customers?