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Customer first is so passe.
The phrase and intent wear thin when consumers, customers and clients find themselves 47th in line to board an aircraft or are advised by an AI-generated (artificial intelligence) voice that the wait time to speak to a call-centre operator – located in Vietnam or the Philippines – is 27 minutes.

Similar sentiments and emotions arise during power failures that disrupt access to and the operation of technologies, systems and platforms.

Visiting a bank branch for personal, interactive service has been ruled out by many.

To overcome those shortfalls in expectations and experiences requires single-minded, laser-focused, channelled, fixated commitments to an obsession with customers and outcomes.

Numerous business leaders, owners and managers baulk at the prospect. Such preoccupations come at a cost and need to be complemented with enthusiasm and excitement.

Team members need encouragement and assurance to embrace and absorb such philosophies.

The recipients and by-standers of said attention, courtesy and service consider it to be priceless, matchless and peerless. Everyone wins in the glow of success.

Alan Bond’s fixation and five attempts ultimately led to the 12-metre yacht Australia II winning the America’s Cup in 1983 from the New York Yacht Club, which had held it since 1870, against a total of 37 challengers.

People can be readily turned on, and team members are advised that there is no turn-off. Uncompromised delivery, compellingly attractive, appealing and rewarding.

OBSESSION LED

Leaders need to make a statement to all internal and external stakeholders. Everyone will be held to account because challengers and competitors will inevitably emerge.

SERIOUS ABOUT SERVICE

Never saying no to a customer is the hallmark of service excellence.

There is always a way to address and fulfil wants and needs. It may not be deliverable from within an organisation. Look outside the box and the company.

Satisfying the expectations of existing, prospective, and past customers can build brand image, sustain relationships, and accelerate business activities. Such adaptability facilitates and expedites scalability. What comes around, goes around.

One thing leads to another. Obsession with one thing often leads to another. Australian-inspired creations and the development of radar and Wi-Fi are examples. Look, too, at the boundless consequences of US President John Fitzgerald Kennedy’s fixation on putting a man on the moon and having him safely return to Earth before the 1960s decade elapsed.

Einstein’s Theory, E=mc2, was a consequence, not an initially intended outcome.

FIRST STEP

We all need to step forward, reach out and strive for obsession in all that we hold dear.

Barry Urquhart
Customer Service Strategist
Marketing Focus
M:      041 983 5555
E:       [email protected]
W:      www.marketingfocus.net.au