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A sales manager recently was told to solve a delivery problem with a customer. When asked why the concerning department could not handle this as they are responsible for logistics and delivery, their blunt reaction was: “it’s your customer, deal with it”!
Surprised? Not really! Incidents like this, where co-workers and managers think that dealing with customers is solely the responsibility of sales, happen more often than expected. It has to do with people not realising the crucial role customers play in their company and not being willing to deal with customer issues.
So, why should organisations pay any attention to this phenomenon? Let’s have a closer look into this.
Commercial organisations have one sole reason for existence: they exist because customers purchase their products or services. Without these customers, there would be NO revenue and NO company.
All departments function to maintain a smooth process, as to deliver what customers expect. Because, without these customers, they would be out of a job!
Unfortunately, some people believe the customer is there for them. So when customers notice a backdrop in service, it’s often due to a faltering organisation. And faltering organisations are often the result of people who experience the customer as a nuisance: sales should deal with them.
Leadership plays a crucial role in this: when confronted with this type of attitude and behaviour, it’s vital to take action and make clear that the customer is the centre of the business. That same customer pays our salary!
Customer satisfaction awareness should be existent throughout any organisation, from top to bottom, through all levels. Only then, co-workers and managers will be able to deliver a customer excellence experience.
One last observation: when deals are closed, people celebrate. Fine, but realise one thing: then comes the challenge of delivering what is promised and creating a customer for life!
There are different ways to improve Customer Experience Excellence. I can imagine that you might be interested in knowing more. if so, click here to schedule a call with me to discuss the why, how and when.
You can also call me at +31 (0) 6427 13033