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Do You Promote Excellence?
Since superior customer service is as much a philosophy as an activity, it’s important to discover just what kind of culture produces the mind-set necessary to exceed customer satisfaction. Do you promote excellence? Ask yourself, do we:
- Strive for excellence or settle for mediocrity?
- Treat customers differently now than when we were courting them?
- Focus on getting things right or consider inaccuracies to be a way of life?
- Build long-term relationships or promote short-term sales?
- Make policy changes to benefit customers or for employee convenience?
- Spend our time adding customer value or filling out internal paperwork?
- Anticipate customer needs or scramble when relationships are in jeopardy?
- Make ourselves accessible when customers need us or only when it’s convenient for us?
- Discipline unethical behavior or turn our back on disgraceful conduct?
- Promote employee continuity or look like a turnstile?
- Spend time in front of customers or in staff meetings?
- Provide exceptional value or compensate for inadequacies by trying to be friendly?
- Solicit customer feedback or think that we know it all?
- Promote clear and transparent communication or use confusing technical jargon?
- Benchmark against the best in class or sweep our inadequacies under the rug?
- Protect customer privacy before or after issues arise?
- Challenge the status quo or rest on our laurels?
- Stimulate trust by being dependable or lose faith by being unpredictable?
- Address customer issues promptly or respond when time permits?
- Build trust by following through on promises made or by “talking a good game”?
- Value trust as much as we cherish profitability?
Doing a great job is as much an attitude as it is an activity. As Jonas Salk, the medical researcher, said, “The reward for work well done is the opportunity to do more.” So give it your best. Excellence is not a destination, but a way of life.
Do You Promote Excellence?
Please leave a comment and tell us what you think or share it with someone who can benefit from the information.
Additional Reading:
Is Good Ever Too Good?
Leadership Scorecard
45 Questions Every Leader Should Answer
Counterfeit Leadership
5 Qualities of Great Leaders
Dear Frank,
Thank you,this is a very good article.
Excellence is not a destination but a way of life,that’s on point.
Regards,
Thanks Winfred.
You’re right, “excellence is not a destination, but a way of life.” The goal of this piece is to provide you with 21 ways to examine your organization. Ask yourself, “Are your actions helping you or hurting your efforts?
Thanks for taking the time to write.
Best,
Frank