In the intricate dance of running a small business, the importance of consistent customer service cannot be overstated. It all begins with a robust values statement, a document that encapsulates the principles a business stands for. These values shouldn’t be mere words on paper; they should be woven into the fabric of the company, influencing reviews, bonuses, and promotions.
“Here are more key components of a process that will work.”
1. Training for Employees: Every staff member should be well-versed not only in their roles but also in the company’s value proposition. This includes instilling ethical behavior for long-term, mutual benefit. The focus should be on fostering a win-win relationship with customers, moving beyond mere transactions. A culture of customer service should be nurtured, and employees should be discouraged from speaking ill of customers.
2. Utilizing Learning and Development Systems: Embracing technology, especially a Learning and Development System (LMS) with video recording capabilities, ensures consistency and simplifies initial training. This guarantees that every employee is trained and tested according to the set standards.
3. Customer Feedback Loop: Taking a page from Amazon’s playbook, implementing a customer feedback loop is crucial. This could involve activities like listening in on customer calls. The Hawthorn Effect comes into play here — the act of observation itself improves performance.
4. Hiring the Right People: The foundation of exceptional customer service is laid during the hiring process. A short video on “Hiring for Culture” provides insights into Southwest Airlines’ approach to hiring. It’s a masterclass in creating a company culture that aligns with your values. See my video on: Hiring for Culture; and how Southwest Airlines does this here. This short video is a masterclass in creating a proper culture for your company.
5. Consistent Leadership: Management sets the tone for the entire organization. Acting consistently with the established values and making decisions that align with these values are paramount. “Walking the talk” is not just a cliché but a fundamental aspect of maintaining a culture of exceptional customer service.
Bob Norton is a long-time Serial Entrepreneur, CEO and investor who founded six companies with four exits that returned over $1 billion to investors for a 25X ROI. Two others are still in development. He has trained, consulted and advised thousands of Entrepreneurs, CEOs and boards since 2002. ™. Mr. Norton works with companies to 2X to 10X growth rates and valuation using AirTight Management™, the world’s most comprehensive Leadership Operating System™. He also helps companies raise capital to fund growth. He is also the Founder of The CEO Boot Camp™ and Entrepreneurship University for early-stage companies that have not reached product-market fit and $1M ARR.
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