As some may know, my wife and I have a 13-month-old boy called Kijani. He is a lovely, intelligent, curious, and adventurous boy learning his environment.
And at a stage where everything is intriguing, he sometimes tries to bite more than he can chew. He is walking now and occasionally attempts to run, falling every time. He doesn't get it and doesn't care. We shall come back to him not caring in a bit.
Kijani will be on the bed, crying to be put down and calling to be picked up immediately afterward. Interstingly, he is frustrated at you for not acting fast enough to get him back onto the bed when he initiated to be put down in the first place. As a first-time parent, I thought I knew what I was getting myself into—silly me. There is no rhyme or rhythm to this parenting thing. It hit me recently as I reluctantly gave in to another power struggle, as he always wins that this is how Customers can be.
As a business leader, you must be aware and mindful of such instances.
Customers here include Employees, too. High employee turnover is just as bad as losing loyal customers. As I am sure you know, they significantly impact your business.
As a leader of your business, it is your job to find the breakdowns in your customer's journies, internally and externally. You will be better prepared to handle your customers' challenges, as you are well aware of them in the first place. Anticipation and proactiveness are necessary for building a world-class service company. I serve Kijani, my wife, and my clients professionally.
So, who do you serve? Are you serving them to the best of your abilities? Do you know what they want and need? What are the breakdowns in your customer journey, and how can they be identified and addressed? And if so, what will you do about it, and how do you plan to accomplish it? These are valid questions you need to be thinking about.
The wants and needs of Customers are sometimes not explicitly spelled out, and it is your job to find what those needs are.
Yes, sometimes not everything will be your fault, or you even have an idea about it, but it will still be your responsibility. That is a mindset you are going to need to have if you want to become the employer of choice and a go-to brand in your brand for customers.
Customers, like kids, trust you to take care of them. Customers trust you to solve their problems and challenges. Customers don't care if you are busy or short-staffed.
It will be the same when the vendor doesn't get the shipping to you on time. They expect you to be available to meet their needs every single time. As opposed to kids, customers vote with money. Take excellent care of them, and they will take outstanding care of you so your business grows.
#CustomerServiceTips #BusinessLeadership #CustomerJourney #EmployeeEngagement #ServiceWithFlair