Well, 2010 is finally here! The age of technology is here and I bet you think I’m going to suggest a new form of software, or system, to track customers and aide building customer loyalty. Wrong! The first thing I recommend is the old adage “KISS” or “Keep it Simple, Silly”
Go back to the basics. Are your employees doing them? Every time? I had the occasion to visit our data center in Northern California. First of all, these are the core geeks of ServiceQuality.US They are the best of the best, as far as I’m concerned. Never, in a million years would they deal directly with customers or mystery shoppers. These professionals are hired to be focused.
So, standing out in front of the building and I saw someone approach. It didn’t appear that they knew where they were going. I stood in the background and listened. These “geeks” were friendlier than most of the service employees I encounter at the mall. The couple had the address mixed up and the employee took a moment and printed them a map to their destination.
Why was I impressed? The wayward couple would never know that they were at the ServiceQuality.US data center. (It’s not marked for security reasons.) They would never know our mission or what we do for our clients. They were simply assisted by a friendly face. A face I might add didn’t know the boss was looking.
How would your employees act if they encountered a lost stranger? Would they act differently if they didn’t know you were looking?
