It’s not atypical of business leaders to be focused on the bottom line. What may be atypical, however, is a billionaire CEO who considers customer service to be a priority. Enter Richard Branson. The founder of Virgin Group has found incredible success due, in part, to his unwavering focus on customer service. Here is how the most innovative leaders are reviving what could be considered a lost art:
1.Talk to Customers
One of the biggest mistakes that business leaders make is locking themselves up in an office. The first step in providing exceptional customer service is letting people see your face. Get out among the people and talk to them. What better way is there to discover what they really want? By speaking to the people that you serve, you can develop creative solutions to their problems. It’s not only excellent customer service but a fantastic way to grow your business.
2.Be Committed
Innovative leaders are committed to customer service and aren’t afraid to show it. The founder of Starbucks has been known to say that the company sells coffee, but that isn’t there business. What does that mean to you? It means that no matter what service you provide, it’s just that: a service. Your business is customer service. Be committed and lead by example.
3.Appreciate Your Employees
Employees who feel appreciated are happier with their jobs. In turn, those employees perform their jobs above standard. Develop an employee appreciation plan and create a culture of positivity within your company’s walls. In addition to showing your employees appreciation, empower them to make decisions and solve problems. Employees who are able to solve problems on their own have a higher morale and treat people in a more joyful, respectful way.
4.Hire for Culture
Speaking of culture, you should be more concerned with hiring for your company’s attitude than for a specific skill set. You want to recruit employees that can do the job, but it’s important to remember that job skills can be taught; attitude and culture cannot. If you have a fun-loving office full of employees that enjoy each other’s company, hire people that will fit in. Determining whether a recruit will be the right match can be easily done by taking the time to get to know them during the interview process.
5.Treat Everyone Like a VIP
Treat each customer the same no matter their background or status. Each and every customer that has contact with an employee of your company should be treated like a VIP. Each employee’s issue should be treated as a matter of great importance, no matter how small. Every employee’s goal should be to deliver gold-star service to each customer that they speak with.
Customer service is, unfortunately, a dying art in today’s fast-paced society. Innovative business leaders have come to the realization that customer service is a successful company’s priority. The next time you come into contact with a customer or client, ask yourself if you’ve done all that you can do to make their day amazing.
Writer Brett Harris is an avid blogger. Interested in business and all related components of business? Look into the best online mba programs.
