Make Your Customers Love You - By Jose Manuel GARCIA There was a time when delivering a consistent product meant writing reams of rules. But today's clients want flexibility, not an iron fist. __________________________
"I'm sorry sir, but I must place you on hold. It's company policy that I answer the next call within 3 rings." I remember biting my tongue and silently submitting to what seemed like an eternity of Barry Manilow's "Can't Smile Without You". In all liklihood, it was only 45 seconds, but it was enough time to go through the whole range of emotions. I was annoyed, but I also felt for the operator. Being pressured to comply with a corporate metric, she sincerely felt that she was doing a good job by telling me that the other customer had to come first. Maybe it was Queen Elizabeth or Bill Gates calling, but I doubt it. It was likely someone's girlfriend, or a telemarketer or maybe even a legitimate customer, but the point is, as a customer, I had every reason to believe that for a few seconds, I
had the undivided attention of the person on phone and of the company that she represented. In today's competitive world, it is a common pitfall to, well, fall into. After reading that many callers hang up after the fourth ring, many companies have instituted a "3ring policy". It's easy to do, and the shareholders can be assured that customer service has been improved without spending a dime. But is it really free? The truth is that a 3-ring policy, or many other types of corporate legislation, without the full resources that they require do little more than stifle the front-line staff and get 80's love ballads stuck in their client's heads. Far better than measuring how often an operator answers within 3 rings would be to hire an appropriate number of operators than can get the job done. In these days of tight budgets and rising labor costs, few companies are willing to take on the full responsibility of truly good service, and they fill the gaps with policies that cripple their team members and their clients alike. Power To The People Bill Cosby has a great routine
CommuniQuest Magazine July 2014
where he describes the excruciatingly detailed instructions that a mother gives to her child in the hopes he will successfully take a bath. Turn on the water. Use Soap. Wash behind your ears. Rinse. Get out of the tub. Get dressed. Come here so I can inspect you after. Thirty minutes later, the child appears with his clothes plastered to his body because the mother did not tell him to dry off. Like the mother in this story, many managers add rule after rule until they feel they have every contingency covered. Unfortunately, knee-jerk reactions that "eliminate" a certain problem invariably create new ones. This in turn often generates another policy, and your team members eventually become entangled in an endless list of do's and dont's that do little to satisfy the customer. It might sound counter-intuitive, but the solution lies, not in more policies, but in fewer. If a team member was truly hired to provide excellent service, and if you firmly believe that they have the ability to do so, let them. Your clients will thank you.
About us... Our Vision: To run a world-class company that will set fresh trends and establish new standards for best practices in the M&I industry by exceeding customer expectations. Mission Statement: To earn and maintain our clients’ trust at each one of our destinations by convincing them that their goals are our goals, and by delivering services that exceed industry standards and customer expectations. We also will meet client needs by providing exceptional product knowledge, creative solutions, cost-value and effectiveness in every measurable way. We pride ourselves on our efficient business organization that relies on strong management systems, ISO quality standards, and belief in the remarkable abilities of our people. Our mission also features an infinite commitment "To make YOU look GREAT! Our People: IVI DMC2 has more than 150 year-round Full-time Associates within the entire Latin American Network with great personalities, knowledge, a caring attitude and M&I Business experience! “Yes, since 1986, we are those neatly attired people in the turquoise blue and white uniforms. Many people call us "the Smurfs". We are knowledgeable, witty, fun to have around, and beautiful or handsome (not necessarily in that order).� 11