Confession Time: This week as I was updating some of the content on my website I realized that I was so cliché! Oh my goodness, I sound just like everyone else. I claim a passion for customer satisfaction and customer experience with almost every written word.
So it was a soul searching week: What does that really mean? And why do I feel I am entitled to make the claim that I am passionate about customer satisfaction?
Am I just talking the talk? Or do I walk the walk?
And even bigger question is: Why do you make that claim? Go on, I know you do! Why do you feel that you are qualified to make the claim of being passionate about caring for customers?
Please join me and wander through my brain as I explore possible answers to this question. I hope those thoughts will help you discover what drives your passion.
Perhaps my desire to serve customers is really driven by the business goal to drive profits. We all know that without customers there is no business. No customers, no profit. You will find study after study, quote after quote on LinkedIn supporting the simple concept that customers are the core of our business. I’ll bet you could pop of 3-4 quotes without even thinking about it. In fact you probably have at least a dozen posters in your call center like “Customer First”. Am I right?
I could say the answer is that I’m hard wired to be loyal to my job responsibilities. No matter what personality or strength assessment I take, I always score extremely high in the responsibility/loyalty type categories. So yes, it could easily be argued that I am pre-programmed to embrace anything that is a core belief related to my job. And for those of us who serve customers what could be a more important job requirement than satisfying a customer's needs?
Or it could be because I love data. I mean I am over the top, obsessive about data. It warms my heart that over the past decade our industry has become very adept at measuring customer satisfaction. We can slice and dice every aspect of our customer's experience and hone in on the crucial pieces that can make or break satisfaction. What could possibly be cooler than that!
And the one thing I love even more than data is seeing incremental improvements in data. So when I can help reps learn to improve their skills in providing customer satisfaction and the numbers start to rise I am ready to crank up Pharrell's "Happy" and bust a move.
Or near and dear to all of us who work with customers every day, a satisfied customer is one who is NOT yelling at us. NOT posting on Social Media. And NOT requiring us to put out ugly fires. A satisfied customer makes our jobs easier! I think that is a great reason to be passionate about customer satisfaction.
But the answer to this question isn't any of those reasons!
The big, overwhelming reason why I am passionate about customer satisfaction is very simple.
It is the right thing to do!
It is the way I was raised from the beginning of time. Treat others the way you want to be treated. Show respect even if you have a different perspective. Be attentive to what others have to say, show attention to detail and sincere interest. I was taught to give my best. And THAT is why customer satisfaction is important to me. And exactly why I’m going to leave it in my bio!
Are you proud to say you are passionate about caring for your customers? I’d love to hear why customer satisfaction is important to you. And I challenge you to open this as a discussion topic in your next team meeting. The answers might be quite insightful!