I am astounded at how many people roll out of bed every day, every week, every month, and every year to work for a company that is subpar in its treatment of its most important asset—people. There is no spark of enthusiasm when the alarm goes off on Monday morning. Why not? Perhaps it’s time for a career audit. You may discover that your job is a liability instead of an asset.
As a person who prides himself on giving great customer service, I learned three ways to create superb customer service after a recent experience I had with Delta Airlines. I made three observations:
It doesn’t matter what happens. It’s all about the recovery.
If you hear it, you own it.
Customer service is not a department; it’s a mindset.
In this era, a brand is more than the product or services that are provided to your customers. A brand is an emotional connection, perception, and memory of your company. Every interaction that a customer, prospective customer, or supplier has with an employee, product, or service reinforces trust in your reputation. As a business leader, everything that you and your staff do is a touchpoint that leaves an imprint on the heads, hearts, and hands of your customers.
All employees need to reconfigure their mindset to see themselves as self-employed employees. Corporations love talent, but they are no longer committed to keeping employees on the payroll for the sake of the good of the company. They’re now looking at how they can shave costs or increase their margins to grow a healthy bottom line. If that something means hiring the best talent that is available at the best time, for whatever length of time, they will do it.
The job of the Chief Happiness Officer is to encourage wellness and well-being on the front end. Invite people to think about things like: Are they eating properly? Are they taking mental breaks? Are they getting enough rest? (Arianna Huffington has written a plethora of articles and devoted a whole book to the idea of a “sleep revolution” that shatters the exaltation of the sleep-deprived executive. Huffington argues that sleep is the new competitive edge, and she encourages everyone to get more sleep in order to succeed in work and life.)
In life there are moments that create a cause for a pause. Here’s one that I just had to share with you.
A while back, I was sitting in a board meeting for one of the non-profit organizations I serve, and the president and founder posed this question: “In business, which one is more important—character or strategy?”
It is obvious that you should let go of what doesn’t work. It’s not serving you. But what about letting go of what works?
If you don’t let go of what has always worked and start to move toward what will work in the future, what works for you now will be what isn’t working for you later.
The beginning of the year is a prime time to take inventory of what is working and what is not working in your life. Letting go of what is not working (and some of what IS working!) positions you to start 2018 in a place of growth and forward momentum.