- Be Your Customer
Live the life of your customer and experience what they do. Stand in line, call your call-center, soak up feedback.
- Give Memorable Service
Make the life’s mission of everyone (yes, everyone!) to be customer-focused – even those seemingly out of direct line of fire.
- Have Product Available
Generally, you can’t sell it if you haven’t got it. Work your systems hard and focused to get product there on time.
- Listen Hard to Complaints
Complaints are a wonderful gift – it is feedback of the highest order. Enjoy them and learn fast.
- Enable Your People
Enable and encourage your people to give an immediate and generous customer response.
- React Fast
Make sure that you and your people work with pace and immediacy with customer issues.
- Be Systems Focused
Ask, ‘What would my customer think of this – would it give brilliant service?’ If not, reshape the system fast.
- Be Curious
Encourage everyone in your team to overhear, be nosy, ask questions and feedback information from your customers.
- Research the Marketplace
Do more in your own business from what you experience as a customer elsewhere. Encourage your people to do this too.
- Have Fun
Have fun with your customers. It builds relationships. Relationships are business.