It is essential that we put our customer and his or her experience above everything we do. Everything! You agree? Great.
A company’s customer priority begins with leadership. Your leadership. How well do you keep customers your top priority? Find out by taking this ten-question quiz.
Answer each Customer Priority example using this scale:
Not very often = 1 point. Sometimes = 2 points. Often = 3 points. Always = 4 points.
1. You talk about the customer experience in your Daily Take Five meetings. Some people call them huddles. (You do hold Take Five meetings every day, right?
2. In conversation with your staff you connect the customer's service experience to achieving sales goals.
3. When giving your staff a to-do list, you always remind them that whatever is on the list comes second to customers.
4. If an employee doesn't complete his or her to-do list, you first ask if they were too busy working with customers.
5. You make time to listen and observe your staff working with customers.
6. You talk with your staff about a recent customer and his/her experience.
7, You avoid handing customers off to the staff, as you know it is important they regularly see you working with customers.
8. You talk with your staff's customers to learn about their experience, and praise your employee to the customer if it was a good experience.
9. You never speak badly about any customer to your staff. (Answering "Always" in this case means never.)
Did you score between 35-40? You’ve got a very high Customer Priority! You're thinking about, and looking for, new and better ways to improve your customer's experience.
Did you score between 30-35? You’ve some Customer Priority, but putting a few of these points into action will take you to the next level.
If you scored fewer than 30 points, you’ve got some opportunities to help your staff get a higher level of Customer Priority. All you have to do is to take action on your lowest-scoring items.
So let me ask, how is your Customer Priority? Just remember this. Changing today's actions can quickly elevate your score, and your customer's experience.
Use this post as a conversation starter in your next leadership meeting. You can have people rank themselves or the team as a whole. Remember to focus on opportunities to be better, and don’t over-focus on the score.
By the way, I’ve got a new EveryDay Coaching and Leadership group starting on Tuesday, April 5th. Space is limited, and details are here.
About Doug Fleener
Doug Fleener, a proven business and customer service experience expert, helps companies achieve performance that exceeds customer and employee expectations resulting in more sales, profits, and customers.
Learn more about our services at Sixth Star Consulting, or call Doug at 866-535-6331 to discuss how he can help you achieve higher levels of performance and results. Learn about Doug's keynotes and workshops at DougFleener.com.