Aligning your employees with this mission is your biggest challenge. Even some of the world’s greatest companies and brands consistently fail to get his right. But why is this?

  • Having a focus on the right things at the wrong time
  • Putting employees in situations that they are not trained to deal with
  • Operating business processes and systems that restrict customer service excellence
  • Believing it’s just common sense, everyone can do it if they want to (when they cannot)
  • Valuing the right things, but not having customer service high enough on the agenda

How many customers are leaving?

How many customers are leaving highly effective technology, retail, service, manufacturing or healthcare businesses because of the way that they feel treated when they have a problem?

This is something that can be measured – but statistics can be misleading.

Measuring the right things.

If you get the input right you get the output right. Easy for us to say you might think, and rightly so. But let’s look at it this way:

  1. Establish your focus (achieving customer service excellence)
  2. Agree to start, never give up and continuously improve – “Better never stops”
  3. Accept its ok to make mistakes, but only if you learn from them with timely corrections
  4. Create your list of what will deliver service excellence to your customers
  5. Consider the easy scenarios and the hard ones (try using “what if?” to come up with these).
  6. Cluster these into common headings
  7. Define these inputs, what you need to do and how you will measure these
  8. Review, reflect, react positively
  9. Hold your teams accountable, avoid being distracted by a minority, encourage them, communicate with them, give them feedback and recognise their achievements
  10. Celebrate successes no matter what the size or value

People tend to follow or react to what’s in front of them

Whilst this statement is true for some, it isn’t true for everyone. You will have rebels along the way, people who are frustrated and want to change things. These can be incredibly destructive or powerful for you. Listen to them and consider what’s good rather than bad about what they are saying. You might be surprised with what you come up with.

The vast majority of people really do want to do a good job. However, when the fight or flight response system is triggered by a certain situation or customer behaviour, your customer service and brand are at risk. Train your people how to deal with these situations and your reputation will be in safe hands.

You get to find out

Is it true? When things go wrong or you need help, you get to find out how good a business or person is by the way they deal with your requests, needs or problems?

When you are the customer it probably is true, from your perspective. And rightly so. But there are many good people delivering poor experiences, problems rather than solutions, simply because they are not empowered with having the right guidelines or processes, decision making abilities, skills and attitude management capabilities.

Something for you

Looking at this model you might think there’s a lot on there and there is.

Breaking it down into a set of step changes is the way forward. Investing in your people and giving them the tools and skills that they really need will help you to grow your business.

We can help you.

Call us on +44 (0) 1952 201966 or email us at