Phrase repeated in time. We currently believe that we are not saying it, but we are suggesting that it is the same. This is how we perceive it. We must not forget that perception is of every human being, regardless of whether they are clients or not.
It is necessary to reconceptualize the error that, from childhood we learned to link it to the idea of punishment, so our first reaction to the error is to find the culprit or blame ourselves.
However, it is the greatest learning opportunity because it offers the possibility of knowing the causes and thus not committing them again.
"In a service company, if you are not serving the customer, you had better serve someone who is."
I find two types of basic errors:
In the processes
In user perception vs. Employee.
Frontline employees and back office supporters are paramount to the success of any service organization. We know that customer satisfaction depends largely on service value.
Employees of the Service - read front and back office - can directly influence the 5 dimensions of the Service, namely:
Reliability: It is the delivery of the Service as promised.
Responsibility: Will of the employees to serve and promptness in the attention. An employee can ignore the presence of a customer.
Safety: It depends on the skill of employees to communicate their credibility and to inspire confidence and trust.
Empathy: they will pay attention, listen, personalize and be flexible in the delivery of the service of each client individually.
Tangibles: the appearance, the dress of the employees, along with other factors independent of them. Eg Installations, decoration, signage etc.
But on what does employee dissatisfaction depend?
There is concrete evidence regarding what satisfied employees do for satisfied clients (and that in response, satisfied clients can reinforce employees' sense of satisfaction in their jobs).
Ever heard of employee turnover. This proposal leaked and reached his ears, obviously generated dissatisfaction.
What has happened in other companies in this regard?
Sears found that customer satisfaction is closely related to employee turnover. In stores with the highest customer satisfaction, turnover was 54%, while in stores with the lowest levels of customer satisfaction, employee turnover was 83%.
We know from our employees that:
They are the service
They are the organization in the customer's eyes.
They are Marketing professionals.
How should we act against error?
The first great leap is to accept our share of responsibility for what did not go well for us, without blaming anything or anyone.
Exiting the Victim-Victimary game is to start walking on the path of internal flexibility.
