A customer complaint is a good thing. It means you know that you need do to something for improvement.
Strategic Discipline Blog
Discovered a great customer experience recently? When and how were you sure?
Customer Satisfaction surveys should be part of your company’s regimented discipline to stay in touch with evolving customer relations. With respect to customers, Gazelles/Rockefeller Habits coaches like Positioning Systems suggest your business have your top line leadership team calling one or more of your customers a week to conduct a personal survey of four questions to stay in close contact with your customers and then report this information as part of your weekly meeting rhythms.
Discretion at the operating level of your business can absolutely destroy your business! When you fail to be consistent, customers come away with a different experience every time. This headline, “Eliminate Discretion at the Operating Level of Your Business” is a mantra from Michael Gerber’s E-Myth, Why Most Small Businesses Don’t Work and What to Do About It. It is the principal of systems at its core. A starting point for systems take precedent over people. (See Topgrading - Was Michael Gerber Wrong)
There are a number of components within the inner working of Meetings, Metrics and Priorities to make Strategic Discipline work for your business. When we begin working with clients at Positioning Systems, any implementation of Strategic Discipline includes customer and employee reporting in the weekly and monthly meeting segments. This is critical due to the importance of pattern recognition and the need for balance in your business metrics and priorities.
Setting objectives and priorities is over stated focus of any new year. Most of all of us do it personally and even more businesses certainly demand it. Strategic Discipline extends to recognizing the need for balance in the priorities and metrics you establish. You can place so much emphasis on attaining a priority or metric you may lose sight of the affect this effort puts on other aspects of your business. Every action has an equal and opposite reaction. In our Rockefeller Habits Workshops we tell the story of Delta Airlines emphasis to have their flights arrive on time. They reached their objective, however the affect of their efforts turned a positive into a negative when customers complained that their bags weren’t arriving on time.
Is it comforting to know that even the big guys get things wrong when it comes to customer experience? Maybe I'm daft, but yesterday when I attempted to replace my old wireless router with a new Linksys [Cisco] wireless router there seemed to be a clear disconnect between what the customer might experience and Linksys efforts to resolve potential problems.