Three Legged stool
Posted by admin at 06:57 | Filed In Customer Service Tools
If one or more of the legs on the stool are missing or broken, your advertising, marketing and training investment can be a waste of money
Customer excellence starts with how you engage and serve your customers. Successful \r companies have grasped the importance of taking a balanced approach as to how they address their customer service. Balance comes from keeping the key business drivers in place. Think of a three-legged stool. In order to stay upright and be able to support weight, all three legs must be strong and secured to the top (Leadership). If even just one leg is weak or missing, the integrity of the entire stool is compromised.
Now think of your customer service as a three-legged stool. All three of its legs must be in top condition in order to succeed. The Three Legs are Training/Coaching, Measuring/Accountability and Recognition/Awards.
Think about what happened the last time you were out playing golf or tennis. How long did it take for someone to say, Want to join up or want to play a set? What they were really saying was, Lets keep score. We all, whether were out on the court or on the job, like to know how well were doing. And the only way of finding out is by keeping score. Just counting the number of things we sell is one way of keeping score. It gives us an overall picture. Thats good, but its not enough. Its not, for example, anywhere close to whats done in baseball. While you are watching a ball game on television, youll see flashed up on the screen how this batter does against left-handed pitchers at night, playing on Astroturf. Everyone knows how he hits with men on base and whether he has a higher batting average during the first part of the game or in the later innings.
At work, we are nowhere near as sophisticated. But we should be. We should know exactly how were doing, so we can find out where we should improve. The only way we are going to find that out is by measuring everything that we possibly can. Some companies think that is wrong. They dont measure much of anything. They just tell people, Do the best you can. What their really saying is, I am going to bet my success on the best you can do? Thats silly. Its silly because doing the best you can, may not be good enough.
We all compete in some kind of marketplace- be it the Olympics or business- and doing our best is not whats required. Weve got to be better than the competition. Weve got to be the best. Thats why you should be measuring performance- of everybody including yourself.
Each must succeed in its own right in order for your customer service to excel. Its important that you have a clear picture of how youre doing on all three legs of the stool. You need to be able to assess the indicators that describe your success and/or failure.
Just like the gauges in your car or truck, you need gauges to keep track of how youre doing with your key customer service drivers; Training/Coaching, Measuring/Accountability and Recognition/Awards. By building your own gauges, you can more easily monitor and focus on the status of these building blocks of your success.
Dave Meholovitch is a author, consultant, trainer and speaker. And who assists people with starting or buying a business. To see other offers and services, visit his web site at\r http://www.secrets-of-owning-a-business.com
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