 OUR TAKE -
Were They Turned On?
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Redd Foxx
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I have enjoyed reading the many responses to the column about making a stand for the customer experience. It seems different people have different ideas about how to define the "customer experience." Allow me to share a few thoughts.
One CRMAdvocate reader wrote: "For the most part, it's sheer common courtesy with a large splash of the Golden Rule. Which makes it difficult for me to understand how some folks can turn that off when they clock out. Whether dealing with a member, a customer, a clerk, a waiter, or a team member, common courtesy and respect for the individual should be a natural extension of who we are. Granted we all get frustrated because while we all know there is bad customer or member service, there are those customers or members that present certain challenges in maintaining that courtesy and respect. But for every one whose issue you will never resolve, there are three or four who are very grateful for your assistance and leave the experience tickled with the way they were treated."
This reminds me of another reader comment on the subject of transparency. We are defined by what we do when no is looking or when there is no chance we will be found out. So, I wonder if someone really had it turned on at work if they are "turning it off" when they clock out.
Technology and business process will only carry a business so far if those who touch the customer experience are not "turned on." That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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