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The snow is here, the cold weather is here, the ice is here, new tires are not here (thanks Quebec)….and, of course, winter is here.
But guess what, so is 2009….which means for so many of us this is also an opportunity for a fresh new start.
Including a chance to review Customer Service strategies.
I recently facilitated a Customer Service workshop at Dalhousie University in Halifax, Nova Scotia and I feel that I have to applaud them for holding this session right before the start of a New Year. I also applaud them because the participants in the room for that session really got it, and therefore I personally feel that Dalhousie really gets it.
As do a lot of other organizations I work with in a training and/or speaking capacity throughout Canada….which is why I feel my customer experience program has been getting more popular recently.
Still, not all organizations get it….unfortunately.
For instance:
The date? November 6th, 2008
The location? My neighborhood gas station
The situation? Christmas Music playing in the gas station (In November).
The set-up? Customers are complaining to store staff about Christmas Music being played more than a month before the holidays actually hit.
The employee response to customers?
“You think I haven’t heard that all day? Well, it doesn’t matter because ‘I’ love Christmas music.”
Here's a thought….if all of your customers are complaining that it’s too early for Christmas Music, shouldn’t you pay attention? The only way to truly learn how to serve your customers more effectively is to listen to their feedback and what they have to say about your business (and adjust accordingly).
As an example, I recently performed stand-up comedy at the ComedyWorx in Montreal and a fellow comic warned me not to perform a certain joke. I decided to make a decision during the performance based on audience feedback and I could tell within minutes that was right (that the joke wouldn’t go over with this audience).
I listened to my customers (the audience) and skipped the joke completely.
The result? I was invited back to perform at the ComedyWorx and I was also asked to perform at another club later that week in Montreal. Not saying it’s soley because I skipped the joke, but I’m sure it didn’t hurt.
"Side-Note: Pictured above at Yuk Yuks in 2008"
So, here’s my question. Should you listen when you’re customers provide feedback or ignore them completely?
If you answered ignore them completely, maybe we should talk.
Until then….Onward and Upward,
Corey Poirier
www.coreypoirier.com
