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Issue 112

July 2005 

publisher:
Gail Johnson

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"Something's Happening Here.. "

...what it is ain't exactly clear..." (remember this old Buffalo Springfield song?) Well, I've been noticing a phenomenon in your organizations. The "something" is your staff's reluctance to give the customer the service they, not only deserve, but should come to expect. I've named this phenomenon the Impede Stampede © .

Before you stop reading, just think about the stampede to impede great customer service in your organization. Whether it's a fine or fee that can be waived; a credit they can make to an account; an extra percent off; or simply a statement of "it's okay, we'll take care of that for you;" there is an unwillingness to bend even the slightest to accommodate the customer--even when the employee has been empowered to do so.

I've watched some of you bristle at this aversion to customer service on the part of your employees. You have encouraged them to respond differently; some of you have threatened them to be generous; others have tried to shout it into your staff--and still your front line staff holds back any suggestion of liberality that favors the customer. There has been a stampede to impede managements efforts on behalf of the customer.

There are a lot of reasons (see the article below) we can name for this storm of resistance, but the pressing question is "How do we stop it?"  Here are three steps to get you started:

  • A gree on what the employee can and cannot do
  • B e certain you have the support of supervisors
  • C ompensate those who make customer service a priority
These three steps will begin to clear the way for customer service to shine in your organization. Note: it is only the beginning. People who impede management's efforts do so for a lot of reasons, many of which they are not even aware. It is important to be clear and consistent every step of the way. One final thing to remember: "Your staff will only treat your customers as well as they perceive they are being treated (by you or by the organization)."

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Impede Stampede ©

For those of you who haven't experienced this phenomenon yet, and for those of you have, but wonder if you are alone, here is the definition and few examples of the Impede Stampede ©.

An Impede Stampede © is the rush to prevent the customer from getting what they want. The reasons are both simple and complex; they range from stubbornness to a personal need for respect and are far too complicated to tackle in this newsletter. Here are a few examples that I have found recently:

  1. A friend called and requested an application for a craft show space. The coordinator asked if she would like the application mailed or faxed. Upon responding that mail would be fine, the clerk said, "well, if I mail it you won't receive it in time to meet the deadline."
  2. A library clerk on a Friday night who won't waive a small fine simply because "there is no supervisor on duty until Monday."
  3. A call center employee who transfers a call into a supervisors voicemail, knowing the supervisor is on vacation, without offering an alternative to the customer.
  4. The store clerk who follows teenagers around because all young people are "going to _ _ _ _ in a handbasket" (and not knowing they are the source of the largest percentage of disposable income for this store).

I could keep going, but then you wouldn't have a reason to buy the book! So, keep on the lookout for impediments to customer service in your organization. Make note of them and begin discussions on how to break down the barriers that make impeding service so convenient.

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The One Thing You Need to Know...About Great Managing, Great Leading, and Sustained Individual Success

by Marcus Buckingham

If you are (or want to be a manger of people) this is a must read.

At first scan (my first read of a book is always a calculated browse through the highlights) this was an elaboration on the "fluffy" stuff of management gurus. Upon a true read of the material I found several gems--well worth the effort of study.

In it's briefest form, here's what you need to know, quoting Buckingham:

  1. "The one thing great managers know about great managing is this: Discover What Is Unique About Each Person and Capitalize on It."
  2. "The one thing every great leader knows he (sic) must do is:   Discover What is Universal and Capitalize on It."
  3. "The one thing we all need to know to sustain our success is:    Discover What You Don't Like Doing and Stop Doing It."

If I've peaked your interest, that was my intent...now get the book, find a hammock in the shade, and find out how!

October 12-13-- Gail will be speaking at the Illinois Library Association's annual conference, Service in the Fast Lane, at the Peoria Civic Center. She will present three sessions:

  1. If Change is so Good, Why Aren't We Having Fun?
  2. Survivor, Library Island © (a.k.a . Dealing with Difficult People)
  3. Customer Service Versus "The Rules © "

If you are planning on attending the conference, please stop in and say "hello!"

_____________________ _____________________

CONNECT & GROW 
is an interactive newsletter for business professionals who believe in commitment and passion in their professional and personal lives.

If you found something of interest in this newsletter, please forward it (in its entirety, please) to a friend or colleague.

The focus of CONNECT & GROW is to provide brief insights into the world of interpersonal business communication. It is edited by Gail Johnson, founder of Face to Face Communications and Training. For more information, a complementary consultation, or initial training assessment email   Gail    or visit our website

Important?

[This section of the newsletter contains stories or quips from you--our readers.  Send your submissions to cs@face2facetraining.com ]

Does this sound familiar, "your call is important to us..." as you are waiting in a holding pattern? Important means "of great value, urgent;" according to my Funk & Wagnall's College Dictionary. Well, I don't know about you, but urgent or valuable is not conveyed by placing someone on hold.

So, don't participate in contradictory rhetoric...just say, "we're sorry to have placed you on hold, please be patient and we will answer your call as quickly as possible, thank you."