#ThursdayThought – Be Your Own Customer
As a leader, when was the last time you:
- Called your own customer service or customer success department?
- Drove through your own drive thru?
- Shopped one of your physical stores?
- Rode with a driver in your company?
- Stocked shelves with the night staff?
- Experienced your online website?
I would guess that if we did this, we’d be shocked at the poor level of service we’re giving to our customers.
And the fault is not the employee, or their manager. That solely rests on ourselves.
If we have not run through the experience from the customer’s standpoint to see the lack of training, broken systems or bad procedures, then we’re not ensuring our customers get the best service.
It’s easy to tell our people what procedures must be followed, and what should be an outcome. But when the reality is denied because we don’t see the poor experience ourselves, we put the customer at risk of leaving us.
Take a few minutes to see the total experience from your customers eyes. Great leaders like Sam Walton have always done this. It makes strong leaders, and even stronger organizations.