| As a customer service consultant I see things | | | | I know...I know...I'm hearing the roar from the |
| across many companies that most companies | | | | executive peanut gallery...You've got to make a |
| don't see while working inside the company.o | | | | profit. Well, let me make something clear |
| Company Policy | | | | hear...you aren't going to make a profit, or at least |
| One of the biggest problems is "company policy." | | | | not as much profit if you aren't satisfying the |
| Many company policies are structured to protect | | | | customer. So, what I'm saying is to teach your |
| the company from the customer instead of | | | | people how to listen to the customer. Change |
| helping the customer get what he wants and has | | | | their perspective from "protecting the company |
| paid for. Your success will explode when your | | | | from the stupid customer" to one of ALWAYS |
| company, and your employees are structured | | | | finding a way to help the customer get what he |
| with the customers' wants and needs in mind. | | | | wants.o Employee Listening to |
| As a customer how many times have you been | | | | Customer...Communicating Needs to Company |
| talking with a sales person, or a customer service | | | | Your employee should be the conduit through the |
| rep and hear "sorry we can't do that, company | | | | maze of company policies. He knows what the |
| policy." A barrier was thrown up between what | | | | customer needs, he knows what the company |
| you think is only reasonable and the company. For | | | | policies are, and his job is to take that customer |
| me, I'm out of there. | | | | through those company policies to get the |
| Is the problem "company policy" or is it the | | | | customer where he wants to be. He isn't a |
| employee? It can go either way. Often | | | | policeman stopping the customer at the gate. |
| employees are trying hard to do the job the way | | | | That hampers the customer. The first helps the |
| they understand it, which can often be that they | | | | customer.o When Company Policy IS the Barrier |
| are there to protect the company from the | | | | What happens if the company policy truly is a |
| customer trying to take advantage. That isn't | | | | barrier? Then the employee should be the conduit |
| saying that employee is a "bad" employee. Only | | | | to the company policy setters to help them |
| that he doesn't understand what he should be | | | | understand how the company as a whole can |
| doing. That's where proper employee training | | | | better serve the customer by changing company |
| comes in.o Employee Responsibility | | | | policy. |
| It is the job of the people in your company that | | | | I am in no way saying, "don't make a profit." But |
| are in direct contact with the customers | | | | when company policy is set up to protect the |
| To discover and understand what the customer | | | | company from the customer instead of helping |
| really wants, and | | | | the customer your profits will decline. A customer |
| Deliver what the customer really wants | | | | usually only wants what is reasonable. |
| When your employee says "can't...company policy" | | | | The solution to company policy barrier: Make sure |
| he has put a barrier up between the customer | | | | that your employees are empoweredo To solve |
| and you. The customer can no longer get what | | | | the customer problemo To communicate to the |
| he wants, at least not from your company.o | | | | company how the company policy can improve |
| Executive or Owner View | | | | the customer satisfaction instead of impede it. |