I recently had occasion to visit a business to purchase a small item and when I walked in, the person behind the counter was on the phone. Being pretty flexible, I decided to look around for what I wanted instead of waiting to ask the counter person. As I wandered around the facility, it became clear to me that the counter person was having a personal conversation.
I located the item I needed, took it to the counter, the person rang it up, took my money, and gave me a receipt while still on the phone. Is this what you would expect from a company that says they take Customer service very seriously? That’s what the leaders of this company say and probably what they really believe, but unless every person in the organization is on board, it’s not going to happen.
So if you own a business and feel that Customer service is important, ask yourself how often you educate and reinforce Customer service to all the employees of your company. If your answer is less than twice a year, you’re not doing it. You can’t state one time that Customer service is a priority and never educate, track and reinforce that statement.