“Cherish your vision and your dreams as they are the children of your soul, the blueprints of your ultimate achievements.” – Napoleon Hill / author in the area of the new thought movement.
Once again, this is the time of the year when we recap the past year, sort out and reshuffle our priorities and traditionally make forecasted resolutions for the forthcoming year.
I personally keep a log containing all the mistakes I’ve made in the previous year/s; thus, I will not repeat them this year. There are plenty of new mistakes to make, new material to learn from.
Engage your Customers.
How could any business survive without the sponsorship of Customers? This year as in the previous years and forthcoming years we should fully engrain in our mind that ‘Customer Service’ is not a department, but rather the ‘Holy Grail’ of our business.
Satisfied customers are insufficient as the ‘satisfaction’ may just be temporary and would not guarantee returns. We need loyal customers and ideally ‘engaged customers.’ The terminology is used with reference to the returning customers who refer and bring more customers with them.
While the economy is still vastly in an upswing with Real Estate exploding with the burgeoning of luxury projects and technology is leading and blazing trails into a new mind-boggling digital era and so much more, it begs the question; are we prepared for this mega undertaking from the Customer Service Experience standpoint?
Rising waves of demand for enhanced Customer Service Experience and Hospitality Culture are swiftly going to hit the coastline of every business and those who are not prepared…oh well, we know what’s going to happen. This is not a prediction; it’s an evident reality.
I am not going to reinvent the wheel by stating that what really cements the relationship between businesses [large or small] and their Customers is ultimately the Customer Experience.
I have recently read a great book “Ignore your customers and they will go away”, written by Micah Solomon, that is an eye-opener comprehensive compendium of practical guidelines on how to take care of our customers, thus they continue to sponsor our business. I recommend it.
Customer Service is not a department: It’s an Art that requires multiple skills and exceptional team-talent in order to perform it illustriously and display it as a masterpiece when interacting with Customers.
New Year’s Vision ‘2020’:
Develop a vision on how to anticipate our Customer’s needs, foster friendly relationships, exceed their expectation, ‘raise-the-bar’ as high as possible; that way we’ll distance ourselves from mediocrity and achieve the desired heights of ‘Excellence and Championship’ in Customer Service.
That’s the only way we’ll place our business ahead of the curve and gloriously ‘stand-out-of-the pack’.
Inherently the master key to the ‘vault of excellence’ is the continuous and rigorous training of all the associates in the organization. Hard Skills and Soft Skills must be ideally balanced in order to attain optimal results.
I would recommend a few very insightful books published by renowned authors such as: Peter Drucker, Shep Hyken, Micah Solomon, Marshal Goldsmith, Ken Blanchard, Renee Evenson, Harvey Mackay, John Maxwell, etc.
“We are what we repeatedly do.
Excellence then is not an act, but a habit”
Aristotle: Greek philosopher.
Happy New Vision 2020!