Publisher’s Letter
T
he new normal for today’s business has changed dramatically since the downturn in the economy a couple of years ago. It has moved from the philosophy of leaving customer service up to those who have
direct contact with the customers to making everyone in the organization responsible for customer service. There are several reasons for this. First, there are more workers required to have direct contact with customers as a result of fewer employees. Additionally, more attention is being paid to product
Creating World-class Customer Satisfaction from the Inside Out
outcome studies that indicate the general public cares about quality and how products are made. Nowhere has that had a more direct impact than the automotive industry. In this edition of Customer Care News, we take a closer look at labor-management as the union leadership begins to change some of the negative world views that have dogged them for generations and bring to light the “new” relationship between manufacturer and worker that has developed during the past couple of years. The line worker is going to influence public perception as much as the salesperson and advertising. Their dedication to produc-
ing quality is a top priority and is making a difference as the educated consumer begins to see the changes from design to manufacturing. The extensive question and answer sessions included in this issue highlight many of the changes that will make up the future labor-management relationship. Traditional frontline service is always important in creating a satisfied customer. A recent personal experience dramatically illustrates this point. On a recent working vacation and visit to Solace Spa at Boyne Mountain in Boyne Falls, a skiing and golfing hub in Northern Michigan, I found myself in a predicament. I am a heart attack survivor and work hard to do the “right thing.” I work out, try to eat right and pay attention to staying calm as much as possible. After a bit of stressful work on our publications, I decided to go exercise at their fitness area to get my mind off the business. As it turned out, I left the passes I had purchased for the center at home and had nothing to prove I made the purchase. When I walked up to the counter to tell the receptionist my story, they were gracious, open and understanding. I felt welcome and invited. I did not expect what came next. They allowed me to work out and simply destroy my passes when I went home. This may not seem like much, but it reflected a sincere effort on their part to accommodate their customers beyond what might have been expected. And this is a huge reason I will recommend them to others I speak with. After I worked out I asked to see the manager. We had never met and he had no idea who I was. I met Sean Handler, the Michigan Director of Spas for Boyne Resorts. I told him the story about the excellent customer care I had received. He said they are very concerned about customer satisfaction and do regular outcome studies to make sure they are getting the level of customer care they desire. I told him he will receive our “Publisher’s Choice Award” as a result of his front-desk reception and that I was thankful for their warm and inviting efforts. Backroom and frontline attention to customer support is all of our concern. And it was a pleasure being on the receiving end of such care. Customer Care News is dedicated to supporting businesses by reporting on the most important issues of the day. If you have some topics you want us to cover, let us know.
Publisher
djaslove@customercarenews.com
www.customercarenews.com
3
Spring 2011
Dale Jaslove