Value has many meanings in Webster’s. It can be the monetary worth, fair exchange, numerical quantity or the length of a note.
My old friend Chris from New Jersey often said, “Price is what ya pay, value is what ya get!” In business and in life one of our goals must be the creation of value. Happiness is an activity; it’s a moving stream not a stagnant pond. Value is something we must deliver, it’s for our customer to recognize, appreciate and reward. Value, like happiness, is an action — it’s motion, it’s cost, it’s quality it’s time, it’s image and it’s service!
Value and Customer Service are interlaced facts of business. A recent study from the Università di Bologna, the oldest university in the world whose alumni include Dante, author of the Divine Comedy, Copernicus, astronomer and Marconi, inventor of the radio. This study linked customer satisfaction to predictability. Part of the study looked at seating, 66% of students in a large lecture hall repeatedly chose the same seat, or an adjacent one. This study within the study was titled, “Territorial Behavior in Public Settings.” This study links to predictability and Customer satisfaction. It suggests seating customers at the same table in a restaurant will help the customers perception and experience. Repeat customers are confident; customers like knowing what to expect — and getting it. Great company’s products are predictable.
Customer service is about how well we deliver the product. No matter the experience the product must work! Customer service is not a legacy, it’s not inherited or a birthright. Customer service, delivering great products comes from passion and enthusiasm, from hard work – perseverance wins 90% of the time.
Customer service touches the Three Balls we juggle in business, Economic, Social and Environmental. It is not easy to keep these all in the air. Customer service and three ball juggling requires poise, stability and a sense of balance. Three ball juggling and customer service boil down to teamwork, effort and relentless pursuit of passion. It takes guts, willingness to risk, and an impenetrable belief system. But, you can do it IF you’re willing to work your tail off. Three ball juggling requires practice. Customer service requires practice and some experts have suggested some dos and dont’s –
· Do talk and listen- operators often know best
· Do empower the team to get r done
· Do mange customer expectations-under promise over deliver?
· Don’t hide behind systems, customers are not transactions, faxes or tweets.
· Don’t assume an online system will replace personal contact.
Customer service, creating value and three ball juggling are not easy. That’s not to say they can’t be fun. Practice and balance will always win. You don’t have to die to create a legacy! Success in business is a daily challenge. No resting on laurels, as soon as you are satisfied as a individual, a department, a division we are done as a Company!
“Happiness depends upon Ourselves”-
Winning takes teamwork and all our best every day.
All the runners in the race compete-Only one wins. Run to Win!