I recently read an article about a gentleman that found a ten-year old claim check for a shoe repair.
Today’s post is by Gayl Southard, Administrative Consultant at SafeSourcing, Inc.
I recently read an article about a gentleman that found a ten-year old claim check for a shoe repair. He went to the store and presented the ticket. He explained he just came across it and had no expectation that the shoes were still there. The store clerk went in the back and said he found the shoes. The gentleman asked how much did he owe him. He was told they weren’t ready, but he could have them in a week.
When asked about service, most people will write about a poor experience. On rare occasions, people will write about amazing service. Harvey McKay gives an example in the envelope manufacturing businesses which he’s been part of for 50-plus years. “We win or lose customers by pennies per thousand. When most of our customers are purchasing between tens of millions to, in several instances, over 500 million envelopes annually, the pennies do add up to thousands of dollars of cost difference.”1 When the cost of product and pricing is so close, it does come down to quality of service. Keeping personnel motivated to consistently provide high-quality service is key for any company. Some basic considerations are:
- Hire the right people. It is important to recognize the skills and attitude you want.Ask yourself would you want that person working for your competitor. If the answer is no, you know your answer.
- Keep score. Measure performance and let employees know what they are being measured on and how it is relevant to them.
- Recognize employees. Make sure to reward desired outcome.
- Practice what you preach. If you desire a motivated customer-service rep, you need to be motivated first.
Mackay’s Moral: There is no such thing as too good where customer service is involved.
SafeSourcing strives to give excellent customer service. If you would like more information on how SafeSourcing can help you, please contact a SafeSourcing Customer Service representative. We have an entire team ready to assist you today.
Harvey Mackey, The Arizona Republic, 11/4/2019