TGIF – Who Says Customers Are Important?

As the week winds down, we wind down with some tidbits for your information, education, health, and enjoyment.

Quote of the Week: Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. Peter Drucker

Humor Break:

Bev: Al, did you call the satellite company?
Al: Yeah.
Bev: When are they coming?
Al: Between 8:00 AM and March.

Stat of the Week: “A gaping disconnect between perception and reality was revealed in a recent analysis of 362 firms by Aberdeen Research which found that 80% of the company executives and business owners surveyed believed that their company was providing a ‘superior experience’ to their customers. When customers of those firms were surveyed about their perceptions, it was revealed that they rated only 8% as ‘superior’ in their customer service efforts.”

Action Tip: Take a brief moment of real self-reflection and ask yourself how your customers or clients would rate your organization’s customer/client service. You don’t even need to ask your customers/clients. Are you happy with how your systems talk to each other? Do you get the information you need on a timely basis to do your job? Chances are good that your answers to these internal questions are the same answers you will get from those you (are supposed) to serve.

Volunteering: Customer service and actually all employees are frequently called upon to go the extra mile, to give of themselves. Today I would like to recommend a literal giving of yourself. Please take a moment to read this message from the National Transplant Society and consider registering. I am.

Bill Bradley

Bill Bradley (mostly) retired after 35 years in organizational consulting, training and management development. During those years he worked internally with seven organizations and trained and consulted externally with more than 90 large and small businesses, government agencies, hospitals and schools.