The whole concept of remembering that great service is ultimately given one customer at the time-of being willing and able to break the rules when we need to give great service to a guest; of identifying and making moments of truth into positive outcome-is inspiring, because it demonstrates how each of us as individuals really can make a difference every day for our customers and for our organizations. It's also a little intimidating if I really stop to think about it long. Because opportunities missed are..opportunities missed...and much needed sales and very real customers are lost.
Happily, by staying vigilant about your service and teaching these concepts throughout your organization, you may have a chance to really contribute to significant success in years to come. If this resonates at all with you, then quickly, before you get caught up in the rest of the day's distractions, go find a customer or pick up the phone and do something special for them.
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