Reading is one of the best habits you can have for knowing what is going on . . . and for understanding issues related to your customers experiences with your organization. Customer service is not a department. It is a leadership responsibility. No matter how high up in the organziation you are, read your customers letters and listen to calls they make to your customer service department or to your call center or to whomever takes these calls. Ask the people that take the calls to give you a summary of the complaints at least once a week. Call back some of your customers and listen to their story. This is what a professional would do.
When you know the truth, you make better faster improvements in your business. In this day and age speed is vital. Customers do not have a lot of patience. The world is spinning faster and faster.
How many customers have you spent time with in the last 30 days? For most leaders it is not nearly enough. If you don’t know the truth you can not make the right decisions to improve your organization and grow your business.
This week find a way to talk with at least a few customers a day. This will give you a lot to think about and then act on.
If you read lots of customer letters, you will change the way you think; and solutions will become more clear to you as you try to figure out processes and procedures for making some of the complaints go away. You will spot trends that need attention, and you will just be closer emotionally to your customers.
Reading your customers letters and listening to them will make you smarter about your business, and they will move you emotionally. A digital customer satisfaction survey is just not the same. Being moved emotionally is one of the forces that has created the greatest change through the centuries. So to be better: Take The Time To Read and to Listen! …Lee
PS: Thank you to those of you who are writing comments to me. They are helpful.