Do Your Customers Come First?
Today, I want to try a little experiment. Grab a piece of paper and write down all the departments in your company. Then, I want you to rank those departments in priority.
Okay, now it’s time for one of those gut-check moments. Where did you rank customer service?
If customer service isn’t number one, I believe you have a problem. In a world with an ever-increasing number of choices, your product line-up and even your marketing pale in comparison to the experience someone has when they connect with your company. In direct selling, it’s even more critical because we’re all about the relationships.
In fact, I’d go so far as to say that you will fail at direct selling if you haven’t put customer service at the center of everything you do. Customer service is the heart of direct selling.
To be clear, it’s not that finance, quality control, and sales don’t matter. It’s that they don’t matter if you’ve failed to draw a clear line from how you serve others to these different areas.
It reminds me of a great quote from Harvey Mackay, a businessman and syndicated columnist, who said, “Southwest Airlines is successful because the company understands it’s a customer service company. It also happens to be an airline.”
I love that. Southwest Airlines is a customer service company. Can the same be said about your business?
At this point, I need to confess my bias on this issue. It’s been the cornerstone of my work for over 25 years. I started with how to help companies make their call centers run better. Now, I’ve expanded my definition of customer service way beyond the traditional to the idea of how we can better serve everyone we touch in the direct selling world.
Based on what I’ve seen and where I believe we’re headed, a company culture that embraces customer service will put you heads and shoulders above your competitors. It will be the thing that sustains you during the tough times (because business cycles won’t stop), and it will be the thing that compounds your success during the good times.
My passion for this topic and the good I believe it can do your team will be on full display during our fall workshop. We’ll spend one morning focusing on proven best practices to deploy customer service throughout your company. We’ll talk about specifics, both strategy and tactics, that you can take back to your teams and feel confident will lead to exciting results.