Are you investing in customer service training for your staff so that they have an attitude of providing relentless great customer service?
Each staff member will have a different view as to what customer service means.
The problem is that when it comes to customer service, very few CEOs, and as a result, very few organizations are “Relentless”. Some focus on customer service for a month, a year; some for six years. Walmart quit after 18 years. Very few leaders are willing to be constantly, permanently focused on customer service.
A focus on customer service can’t be an add-on. It can’t be for a while. It can’t occur under one chief executive and then be forgotten with the next. It has to be part of the organization’s culture and it can’t be B.S. If you’re going to be successful, you got to be “Relentless”, today, tomorrow and for all time.
Don’t Cut Expenses on Customer Service
Too often, the financial people take over. They only look at numbers. They don’t care about the customer experience and customer service, so they cut those programs. Financial people rarely understand the importance of customer service, and so their businesses fail to be as great as they could be.
If your goal is to build an organization around the customer experience, you’ve got to be “Relentless”. Amazon and Jeff Bezos are among the most “Relentless” in the world. Costco is “Relentless”. The management of Southwest Airlines stays “Relentless”. Vernon Hill of Commerce, Metro, and Republic Banks remains “Relentless.” Salesforce.com with Marc Benioff is “Relentless.”
To be successful, you have to do what successful people do.
They get things done.
Successful people believe.
They are dedicated and focused.
