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Do you feel that the world has become a little different since 2019? I certainly do.
Customers are grumpier. Staff are ultra-sensitive, and dealing with the people stuff takes more focus and commitment than before. As a result, we are seeing plenty of ‘average’ in our day-to-day dealings with businesses and very little ‘outstanding’.
Think about it. The interactions at the drycleaners, supermarket, petrol station, booking a holiday, checking in at a hotel or going to a restaurant. How many of the interactions over the past two weeks in which you’ve spent your hard-earned money as a customer stand out? How many WOWED you?
Never has it been so easy to stand out from the crowd and win at business, yet very few businesses do.
In my humble opinion, I think the reason that very few businesses stand out from the crowd in service is because most businesses are interested in:
- making the leap from ordinary service to extraordinary service towards their customers
- updating the outdated service norms delivered by their teams, and
- upgrading the capability of their teams to solve problems for their customers…
… And very few businesses are committed.
Please know (and I say this with all my heart) that being interested is a great start, but it’s not enough. You need to commit. A commitment is non-negotiable. All in. 99% Is not 100%.
As John Assaraf put it: “If you’re interested, you’ll do what’s convenient. If you’re committed, you’ll do whatever it takes.”
If this is resonating with you, then perhaps 2024 is the year to create a CCSS – a Clear Commitment Service Strategy. Follow these 7 steps and you’ll be on your way:
- Decide the three highest value activities you will commit to in 2024 to help elevate your service culture.
- Decide on the measures of success.
- Commit to the budget and resources needed to realise the CCSS.
- Write what you are committing to clearly and in simple, plain language for all to understand.
- Publish the CCSS page for all the teams to see. Share it in team meetings and make it visual for people to see throughout the year.
- Create a dedicated working group to drive the implementation and initiatives.
- Get to work and start implementing!
Your team will appreciate a CCSS, because making a commitment to customers first requires a business to be committed to its people.
Your customers and suppliers will appreciate a CCSS, because they will feel valued and cared for.
Your shareholders will appreciate a CCSS, because it will drive incredible returns.
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