What does it take to create a world-class customer experience?
World-class customer service authority and president of The DiJulius Group, John DiJulius, shares some great insights into customer experience gleaning from his remarkable years of experience and expertise.
The Compound Effect of Executive Leadership
Customer service is not a get-rich-quick scheme. Leaders have to understand the compound effect that stems from executive leadership. People are too impatient because it’s a six-month return. Whether you train your employees on being better at the soft skills, building relationships, building rapport, or whatever, your sales aren’t going to be any different this week. But in six months, it’s going to be a freight train going one way or the other. It’s making those choices every day that will make a difference in the long-term.
Don’t Give Your Best, Just Make It Happen
The phrase, “I Gave It My Best” is a crutch. It’s similar to the phrase that we all can’t be perfect. It doesn’t mean that anyone should be. But it cops out the results of today. Whether you win a race, kick ass on stage, close the sale, or ace a test, any other endeavor has the least to do with the effort you put in today because your best is the result of what you were capable of doing last year. If you think about the greatest accomplishments, inventions, and revolutions, they tried it 999 times and a few more times before it finally worked. So instead of doing your best, just make it happen.
Instilling Loyalty in Your Team
Collect the right, unique people. It’s like putting yourself around a 30-foot high fence with barbed wire on it. You can have a lot of acquaintances, but you only have to let a few people inside because whoever you let inside is going to affect you. They’re going to change the way you think. So get good at who you let in and be protective of yourself.
Working Hard and Passion
It’s not about how hard you work when you find your passion, it’s about how hard you work and how you act when you haven’t found it yet. Whether you’re in a transitional job or in a position you’re hoping to get promoted, it’s what you currently do that matters. It may not be something you want to do for the next 30 years but what you do during that time says more about you than it does when you finally found your purpose in life.
For more information and resources on how to create a world-class customer experience, check out The Customer Service Revolution podcast. If you’d like to listen, head over to 017: Meet John DiJulius.