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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 February 15, 2019

How to Achieve Goals and Increase Your Chance of Success

How to Achieve Goals and Increase Your Chance of Success

Does it ever feel like the things you want to accomplish always end up on the back burner? If the answer to that question is “yes,” you’re not alone. Only about 33% of people consistently work toward their goals. In some cases, their goals may seem too lofty to accomplish, or else they aren’t sure how to make a plan for them.

If you don’t come up with concrete steps to take toward your goals, they’ll remain dreams. There’s nothing wrong with being a dreamer, but being able to turn your dreams into goals you can realize will help you lead a happier and more fulfilling life.

Luckily, you can realize almost any dream when you harness the right goal-setting methods.

In this article, I’ll show you how to achieve goals and get closer you success.

1. Break your dreams down into specific and measurable steps

We couldn’t talk about goal-setting without mentioning SMART goals.

SMART goals are specific, measurable, assignable, realistic, and time-related.

Specific and measurable steps are so important because if we don’t know what our target it, how can we ever hit it?

Take all those beautiful dreams you have for yourself and make them into things you can actually do. If you want to be an entrepreneur, for example, a step toward realizing your dream might be researching what you’ll need to start your business.

Find out more tips about utilizing SMART goals here:

How to Use SMART Goal to Become Highly Successful in Life

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2. Have at least one clearly defined goal for every interest and role in your life

It’s so easy to become complacent or stagnate. We often think that our careers are the only places where we need to set goals, but we aren’t only what we do.

To make the most of your life, take the approach that you’re always learning and growing in everything you do. Anything worth doing is worth doing well after all.

Set goals whether you’re sponsoring an activity for your child, taking up guitar lessons or trying to prove your worth at work.

You’ll notice that this approach forces you to constantly develop new skills. It can also be fulfilling to put more focus and value into all areas of your life— not just the ones related to our careers.

3. Align your goals with your life’s mission, purpose and passion

Take the opportunity to do some soul-searching. What is it that you want to do with this precious life of yours?

Anything that conflicts with your life’s purpose is bound to cause discontent. Staying in a bad relationship, doing a job that goes against your values, or maintaining the status quo just because it’s comfortable are not options for you.

Thinking about your goals in this way can help you eliminate things in your life that don’t serve you. This frees up mental space that you can use to do the things you care about the most.

Many of us struggle to find the time to work on our goals, but this strategy enables you to make more time.

4. Create goals that ignite your spirit and inspire you to take action

If you can’t be fired up about your goals from the start, they might not be good goals for you.

The road to success is often tough. You’re going to have times when you might feel tired or discouraged.

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You need to feel inspired enough that you’ll be able to overcome obstacles as you encounter them.

If what you’re doing motivates you to be the greatest version of yourself, you’ll be much more resilient.

5. Write down all your goals in specific, measurable detail

This is your road map for what success will look like. The more you define what you want the finished product to be, the greater the chance that you’ll reach that vision.

When you write down your goals, you’re creating a document that you can revisit to make sure you’re on track.

When you’re in the middle of trying to achieve a big goal, it can be hard to see what’s working for you. The things you write in this step will help you stay on-message as you take your goals out of your mind and into the real world.

Don’t just write down your goals and stash them away in a folder somewhere. Take the extra step to put them somewhere where you’ll see them.[1]

If you have too many goals to post on your desk, write a summary or choose one or two steps to work on for the day. Just seeing them will keep them in the front of your mind.

6. Commit to hitting each of your targets without exception

You wouldn’t have created the target if you didn’t think it was necessary. Hold yourself accountable for taking the steps to succeed.

You can always adapt your strategy or break your targets into smaller steps if you find that they aren’t attainable as you originally wrote them.

Hitting even the smallest target is cause for a celebration. It’s a step in the positive direction. Your success will make you crave more success.

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We often make excuses when we get tired or overwhelmed. Take away the option to make excuses. You will only be satisfied with the best effort from yourself.

7. Share your goals with others to motivate each other

There’s something so powerful about people sharing their goals and dreams with one another. Doing so gives voice to some part of us that could remain hidden (and therefore never be accomplished).

When other people know about your goals, they can cheer you on and hold you accountable. When people share their vision with you, you can do the same for them.

This strategy is particularly beneficial when you’re trying to develop healthy habits. Post about your workout on social media, or do a healthy eating challenge with your best friend. You’ll be less likely to slack when temptation arises, and you’ll probably encourage someone else to reach for their goals too.

8. Set a series of daily, weekly and long-term goals, complete with starting times and deadlines

Many goals never reach realization simply because the goal-setter doesn’t check their progress. People tend to forget what they set out to do, or their goal gets crowded out by other obligations.

Forcing yourself to revisit your goals at regular intervals breaks them into smaller steps and it reminds you to think about them.

Giving yourself regular deadlines for smaller tasks related to your goals also helps you reflect on your strategy. You’ll figure out what works for you, whether your timeline is realistic, and whether or not you need additional help to stay on track.

In addition, celebrating small wins helps you stay motivated. Here’s how:

How To Celebrate Small Wins To Achieve Big Goals

9. Take 10 minutes every day to imagine how great it will feel to achieve your goals

Visualization is such a powerful tool. Some of the most successful athletes, celebrities and business people take time each day to think about how success looks and feels for them.[2] Imagining that feeling of satisfaction can be a great motivator.

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When you do meet your goals, take some time to be grateful. Thank yourself for showing up and doing the work. Be grateful when the stars align properly to help you advance to the next step.

It’s not just getting to the destination of your goals that matters. How you take the journey is important too.

10. Take an action step toward reaching your goals every day

Your goals can easily get buried in the hustle and the bustle. Even the smallest step in the right direction is still moving you forward.

Keep chipping away at the work every day and before long, you’ll start to see those dreams come to life.

Maybe you didn’t start your business today but you designed the logo that’s going to go on your website and business cards. Doing that task well is going to help you so much in the long run.

Concrete actions day by day draw your dreams out of obscurity and into the realm of possibility.

The Bottom Line

Dreams can inspire and overwhelm us. By turning our dreams into goals that we can work toward, we increase our chances of success. Things that once seemed impossible are suddenly within reach.

It’s time to start turning your dreams into goals and your goals into realities. Change begins today.

More Resources About Setting & Achieving Goals

Featured photo credit: Andrew Neel via unsplash.com

Reference

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