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If
you haven’t done so already, identify what your commitment to your
customers is. For example, FedEx promises absolutely, positively overnight.
Perhaps, yours is simply to deliver on your promises as promised or to be on
time and to smile. You may have more than one commitment to your customers.
Whatever it is, write it down, memorize it and take it to heart.
Be
sure to remember it is YOUR job to lead your team to embrace this
commitment. Taking into account their feedback, being sure to explain why
this is so important and considering any additions or modifications your
team may have will reduce resistance to any change.
Post
your commitment in your team room, in your lobby-any place where both
customers and team members can be constantly reminded of the values at work
in your company.
Think
of a time when your relationship with your customers was tested in your
company. For example, if your core value is treating customers right, think
of a time when a product or service was less than perfect. How did the
company rectify the situation? What extent did you go to treat customers
“right”? This can be a valuable tool in preaching what you practice.
Use
the example over and over and OVER in meetings, company literature and team
functions. It emphasizes just how seriously you and your organization are
committed to the value. Eventually it will become part of company legend.
For
assistance creating customer loyalty, please feel free to contact us. We
would be happy to help you build relationships that are long-lasting and
successful.
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