“Employees First, Customers Next” is my philosophy and how we roll at Make It Work. Let me elaborate…
It happens to me frequently on three separate occasions. During public speaking engangements, when I attend meetings, or when I encounter Make It Work customers. They all ask me the same exact question. How is it possible to ensure that every experience with your company is consistently great and where do you find these people?
Have you ever heard the term “The customer is ALWAYS right?” Well begin by eliminating that concept out of your mind. That type of thinking is dated, archaic, and doesn’t really address the root of how mind-blowing customer service is developed. In my opinion mind blowing customer service doesn’t start with the customer. It starts with you, and how you choose to define yourself through your organization. Through my life experience alone, if there is one thing I knew when starting my company is what types of experiences were spoilers and what types of experiences were enjoyable. Furthermore, being the detail oriented Virgo that I am, I felt that in each and every experience I could define in detail, on how to improve on each spoiler. A simple formula really; pay attention to the details, educate and appreciate the customer, and go the extra mile. Armed with this knowledge it was extremely easy for me to define what mind-blowing customer service was and how I would deliver it through Make It Work! The hard part? How was I going to get each and every future Make It Work employee to act like me?
Then another age old adage came to mind and it all made perfect sense to me. Treat others how you want to be treated. If I was to combine all the best qualities that I could deliver and convey them to my employees then wouldn’t they in turn approach each encounter with a customer that same way? I know you may be shocked to hear it but the answer is yes. By simply creating an environment that is an extension of my best, my employees are extremely happy and so are my customers. Sure, this all may sound so simple and I could list a millions tips on ways to go that extra mile but really, why give the tricks of the trade when I can give you the framework for building something that is the genuine article?
Contributions by Marian Greenspan
To The Moon!
-Eric Greenspan
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I’m impressed! You’ve managed the almost imosspbile.
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