TEN SIMPLE TRUTHS OF SERVICE from “The Simple Truths of Service Inspired by Johnny the Bagger”by Ken Blanchard and Barbara Glanz:
Since October is Customer Service Month, I want to share what Ken Blanchard and I have discovered as the ten simple truths of service. These are some questions both managers and employees can ask about their work to determine if they are implementing these ten truths in their organizations.
#1 GREAT SERVICE INSPIRES STORIES / MEMORIES.
Do you collect and record customer service stories in your organization?
#2 GREAT SERVICE USES OUTSIDE-THE-BOX THINKING.
Do you encourage creativity and offering options from all employees?
#3 GREAT SERVICE IS A CHOICE.
Do YOU understand the choices you have in interactions?
Have you taught your employees and colleagues this concept?
#4 GREAT SERVICE STARTS WITH A CLEAR VISION.
Do YOU have a clear vision?
Are YOU contagiously enthusiastic about the importance of the work you do?
#5 GREAT SERVICE REQUIRES THAT EVERYONE CATCH THE VISION.
Do all employees know, can repeat, and buy into the vision?
#6 GREAT SERVICE SURPRISES PEOPLE.
Are you having fun in your workplace?
#7 GREAT SERVICE BEGINS WITH ANYONE.
Do YOU as either manager or employees really believe this?
Are you sharing real life examples?
#8 GREAT SERVICE GOES THE EXTRA MILE.
Do YOU as an employee go the extra mile for your customers?
Do YOU as a manager go the extra mile for your customers AND your employees (your internal customers)?
#9 GREAT SERVICE BRINGS CUSTOMERS BACK .
Do you check on a regular basis the customer retention statistics for your area of responsilbility?
THE FINAL TRUTH:
#10 GREAT SERVICE COMES FROM THE HEART.
Are you interacting with your customers on both the Business and the Human levels?
Are you managing your employees on both levels?
To order either the 17 minute movie of “Johnny the Bagger” and the Facilitator kit or to order the “Simple Truths of Service” book, click here.
If you would like Barbara to come to speak to your organization on customer service, you can reach her at bglanz@barbaraglanz.com or 941-312-9169.
