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Why Good Customer Service Is Not Good Enough Anymore

Why Good Customer Service Is Not Good Enough Anymore

People complain that business is getting tougher, well, in many ways, yes it is. Ten years ago the internet and especially eCommerce was not such a ubiquitous entity. We were in a boom rather than the current changeable financial environment and customers often had less choice.

Today I can go online, order and have a product delivered within an hour. I think nothing of having groceries delivered to my door, books telegraphed to my eReader by Wi-Fi and even food cooked and delivered at the touch of an app button. It really means that the number of human interactions I make when I am a customer is reducing.

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In another ten years time we may not see anyone (what a lonely place). Customers now use bricks and mortar shops for ‘showrooming’ (see the product and then find it online). This means that, as customer service professionals we need to ‘up our game’ considerably. Good customer service is just not good enough. Just being good may have been okay when we were the only show in town, but in a world where a drone could delivering my shopping autonomously, we have to be provide great customer service!

Lessons from London 2012

I was immensely lucky to have spent a year working for the organising committee for the London 2012 Olympics. This was an amazing opportunity to undertake as a customer service professional. However most of the workforce would be volunteers. As a team we had a common aim, to deliver the very best games experience we could, but this would require immensely long hours, hard work and some tough times. I was salaried, however that was not a motivator for me to deliver excellence and certainly wasn’t for my volunteer colleagues who worked alongside me.

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Lesson one is that money is a motivator, but it cannot be the sole reason for people to deliver great service. Your team needs to:

  • believe in the organisation and what they are offering
  • feel their place in the organisation and the empowerment to really deliver in their job
  • be supported, they need to feel loved by management and their colleagues

You will not be running something as big as an Olympic games, however you still need to embody belief within your team. Do your staff feel that they belong to the organisation? Do they feel listened to? If they make suggestions, are they taken seriously and acted upon?

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Building a better working environment

It is important for management to nurture their colleagues and make them feel that the organisation is as much theirs as it is the management’s. Do your staff know their place and more significantly their importance in the organisation? A colleague should not feel that he is ‘just’ a checkout operator, instead he should feel he is a vital part of the customer facing team. You need to ensure everyone uses language which develops responsibility and does not belittle individual roles. Every member of the team is a vital piece of the organisation and they need to know that. If they are not, you need to re-evaluate why you have as many staff as you do.

Once they know their worth to to the organisation you need to empower them. Consider valid decisions they make to support good service. One of the worst things you can do to a colleague is overturn a decision they make, which they feel is for the good of customer service. No, don’t let them hand over the contents of the till, but if they accept a refund in good faith to appease a long standing customer, don’t overturn the decision. The staff needs to feel that they have responsibility and that you, as management, trust their intelligence and decision making.

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Engage and create trust

Finally there needs to be love (not too physical of course!) – but you need to engage and create trust and friendship within your staff. Simple things will help: speak with staff, say good morning to everyone you see, listen to people. As a manager, a good proportion of your time should  be reserved for your staff, to support them. Never be aloof or unavailable when they need your support. During London 2012, we looked to ensure that we supported our volunteers and other colleagues. We were available and supportive and we all greeted each other. It became fun, despite the hard work and we felt like a real team who had a common purpose and a real role to play in the bigger picture.

We need to ensure that we make an impact on a customer, reinforcing the joy of human interaction – this can be as simple as each staff member greeting and acknowledging customers, smiling and being genuinely helpful. Remember to lead this by example, as managers if you smile and greet, you will find your staff will also do the same.  It is really driven by wow! moments where we go the extra mile to deliver service which just does not and cannot exist in an online environment. In London this changed the whole city! The Games-Makers were an amazing team of hardworking people who smiled, greeted people and were just amazing.

Delivering Wow! moments

Think to yourself, are you delivering wow! moments? Am I adding value? And especially would I bother to shop here? An example from everyday shopping, my wife bought a tablet from a well known chain store. It was more expensive than online, but she wanted the advice and service. What she got was pestering to buy additional insurance (the sales person would not let her leave the till she did!) and she got a product where the security seals had been broken. The result, the next day we went back, returned the item where it was grudgingly refunded (but not without some retraining on the rights of customers) and we bought the product online cheaper. The shop experience was:

  • more expensive
  • annoying
  • we still had to wait until the next day to get a working unit

No customer service wow! moments there. Now one customer will not change the world, but they can tweet and they can start to reinforce the trend to shop solely online… The time is right to up your game…

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Last Updated on August 16, 2018

10 Huge Differences Between A Boss And A Leader

10 Huge Differences Between A Boss And A Leader

When you try to think of a leader at your place of work, you might think of your boss – you know, the supervisor in the tasteful office down the hall.

However, bosses are not the only leaders in the office, and not every boss has mastered the art of excellent leadership. Maybe the best leader you know is the co-worker sitting at the desk next to yours who is always willing to loan out her stapler and help you problem solve.

You see, a boss’ main priority is to efficiently cross items off of the corporate to-do list, while a true leader both completes tasks and works to empower and motivate the people he or she interacts with on a daily basis.

A leader is someone who works to improve things instead of focusing on the negatives. People acknowledge the authority of a boss, but people cherish a true leader.

Puzzled about what it takes to be a great leader? Let’s take a look at the difference between a boss and a leader, and why cultivating quality leadership skills is essential for people who really want to make a positive impact.

1. Leaders are compassionate human beings; bosses are cold.

It can be easy to equate professionalism with robot-like impersonal behavior. Many bosses stay holed up in their offices and barely ever interact with staff.

Even if your schedule is packed, you should always make time to reach out to the people around you. Remember that when you ask someone to share how they are feeling, you should be prepared to be vulnerable and open in your communication as well.

Does acting human at the office sound silly? It’s not.

A lack of compassion in the office leads to psychological turmoil, whereas positive connection leads to healthier staff.[1]

If people feel that you are being open, honest and compassionate with them, they will feel able to approach your office with what is on their minds, leading to a more productive and stress-free work environment.

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2. Leaders say “we”; bosses say “I”.

Practice developing a team-first mentality when thinking and speaking. In meetings, talk about trying to meet deadlines as a team instead of using accusatory “you” phrases. This makes it clear that you are a part of the team, too, and that you are willing to work hard and support your team members.

Let me explain:

A “we” mentality shifts the office dynamic from “trying to make the boss happy” to a spirit of teamwork, goal-setting, and accomplishment.

A “we” mentality allows for the accountability and community that is essential in the modern day workplace.

3. Leaders develop and invest in people; bosses use people.

Unfortunately, many office climates involve people using others to get what they want or to climb the corporate ladder. This is another example of the “me first” mentality that is so toxic in both office environments and personal relationships.

Instead of using others or focusing on your needs, think about how you can help other people grow.

Use your building blocks of compassion and team-mentality to stay attuned to the needs of others note the areas in which you can help them develop. A great leader wants to see his or her people flourish.

Make a list of ways you can invest in your team members to help them develop personally and professionally, and then take action!

4. Leaders respect people; bosses are fear-mongering.

Earning respect from everyone on your team will take time and commitment, but the rewards are worth every ounce of effort.

A boss who is a poor leader may try to control the office through fear and bully-like behavior. Employees who are petrified about their performance or who feel overwhelmed and stressed by unfair deadlines are probably working for a boss who uses a fear system instead of a respect system.

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What’s the bottom line?

Work to build respect among your team by treating everyone with fairness and kindness. Maintain a positive tone and stay reliable for those who approach you for help.

5. Leaders give credit where it’s due; bosses only take credits.

Looking for specific ways to gain respect from your colleagues and employees? There is no better place to start than with the simple act of giving credit where it is due.

Don’t be tempted to take credit for things you didn’t do, and always go above and beyond to generously acknowledge those who worked on a project and performed well.

You might be wondering how you can get started:

  • Begin by simply noticing which team member contributes what during your next project at work.
  • If possible, make mental notes. Remember that these notes should not be about ways in which team members are failing, but about ways in which they are excelling.
  • Depending on your leadership style, let people know how well they are doing either in private one-on-one meetings or in a group setting. Be honest and generous in your communication about a person’s performance.

6. Leaders see delegation as their best friend; bosses see it as an enemy.

If delegation is a leader’s best friend, then micromanagement is the enemy.

Delegation equates to trust and micromanagement equates to distrust. Nothing is more frustrating for an employee than feeling that his or her every movement is being critically observed.

Encourage trust in your office by delegating important tasks and acknowledging that your people are capable, smart individuals who can succeed!

Delegation is a great way to cash in on the positive benefits of a psychological phenomenon called a self-fulfilling prophecy. In a self-fulfilling prophecy, a person’s expectations of another person can cause the expectations to be fulfilled.[2]

In other words, if you truly believe that your team member can handle a project or task, he or she is more likely to deliver.

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Learn how to delegate in my other article:

How to Delegate Work (the Definitive Guide for Successful Leaders)

7. Leaders work hard; bosses let others do the work.

Delegation is not an excuse to get out of hard work. Instead of telling people to go accomplish the hardest work alone, make it clear that you are willing to pitch in and help with the hardest work of all when the need arises.

Here’s the deal:

Showing others that you work hard sets the tone for your whole team and will spur them on to greatness.

The next time you catch yourself telling someone to “go”, a.k.a accomplish a difficult task alone, change your phrasing to “let’s go”, showing that you are totally willing to help and support.

8. Leaders think long-term; bosses think short-term.

A leader who only utilizes short-term thinking is someone who cannot be prepared or organized for the future. Your colleagues or staff members need to know that they can trust you to have a handle on things not just this week, but next month or even next year.

Display your long-term thinking skills in group talks and meetings by sharing long-term hopes or concerns. Create plans for possible scenarios and be prepared for emergencies.

For example, if you know that you are losing someone on your team in a few months, be prepared to share a clear plan of how you and the remaining team members can best handle the change and workload until someone new is hired.

9. Leaders are like your colleagues; bosses are just bosses.

Another word for colleague is collaborator. Make sure your team knows that you are “one of them” and that you want to collaborate or work side by side.

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Not getting involved in the going ons of the office is a mistake because you will miss out on development and connection opportunities.

As our regular readers know, I love to remind people of the importance of building routines into each day. Create a routine that encourages you to leave your isolated office and collaborate with others. Spark healthy habits that benefit both you and your co-workers.

10. Leaders put people first; bosses put results first.

Bosses without crucial leadership training may focus on process and results instead of people. They may stick to a pre-set systems playbook even when employees voice new ideas or concerns.

Ignoring people’s opinions for the sake of company tradition like this is never truly beneficial to an organization.

Here’s what I mean by process over people:

Some organizations focus on proper structures or systems as their greatest assets instead of people. I believe that people lend real value to an organization, and that focusing on the development of people is a key ingredient for success in leadership.

Learning to be a leader is an ongoing adventure.

This list of differences makes it clear that, unlike an ordinary boss, a leader is able to be compassionate, inclusive, generous, and hard-working for the good of the team.

Instead of being a stereotypical scary or micromanaging-obsessed boss, a quality leader is able to establish an atmosphere of respect and collaboration.

Whether you are new to your work environment or a seasoned administrator, these leadership traits will help you get a jump start so that you can excel as a leader and positively impact the people around you.

For more inspiration and guidance, you can even start keeping tabs on some of the world’s top leadership experts. With an adventurous and positive attitude, anyone can learn good leadership.

Featured photo credit: Unsplash via unsplash.com

Reference

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