BUSINESS LEADER FORBIDDEN PHRASE: “We’ve always done it that way.”
If your customers and employees are raving about you as a customer service leader, then that’s GREAT! But if they’re not saying anything at all about you, then that’s not. Satisfied people feel that your customer service leadership is good, not better, just average. Nobody raves about average. And satisfied people won’t return as soon as they find something better. So be GREAT out there! Otherwise, well …
A complaining customer would ask you, “Well, if you’ve already done it that way, why don’t you guys fix it?”
Business competitors would say to their people, “Well, if they’ve already done it that way, then we’ll just do a little better to WOW their customers with us.”
Your employees would say to themselves, “Well, if you’ve already done it that way, then we’ll go somewhere else that pays more.” or “We’ll go somewhere else where they communicate, support, and motivate us,” or “We’ll go somewhere else where they recognize and appreciate us for our team and individual achievements, accomplishments, or personalized acts of customer service.”
Instead of serving your customers on what they expect and leading your people on how they are treated, ask yourselves, as leaders, to envision “What if?”. And don’t just think and talk about it. Thinking and talking about customer service leadership doesn’t make it happen; doing something does. Customer service leadership is action, not attitude.
Focus on creating a GREAT experience for your employees as much as you do for customers and you will earn the loyalty of both. Soon, without a focus on profits, profits will grow. And everyone will be enriched, literally and figuratively.
Satisfying current customers’ and employees’ needs and innovating to consistently deliver WOW customer and employee experiences will maximize the ROI of CX. So do more than what you always have done. Do better than what you always have done. And be GREAT out there!
#leadership #customerservice #customerexperience #employeeexperience #employeeengagement #custserv #custexp #cx
BILL QUISENG | Deliver the World's Best Customer Experience 
Best for new business people.
useful
Thank you so much, Sahiba. In addition to “We’ve always done it that way,” the best Forbidden Phrase for new business people to their customers is “I’m new here.” Customers seek the best value for their experience, not your logically reasonable statement in yours. So even if a new business person is, in fact, new, then the best value for customers in that specific situation is, “That’s a GREAT question. Let me find out for you.”
Thank you, again. I very much appreciate you. English writer Samuel Johnson said, “People need to be reminded more than often than they need to be instructed”. So as you prepare to engage and WOW your colleagues and customers, I encourage you to remind yourself as you say, “Don’t be just good. Be GREAT out there!