March 25, 2009

It is your problem

When your customers are calling you on the phone to ask for assistance, they may appear to be somewhat frustrated. Whatever the issue or problem that they are experiencing may happen to be, you can be certain that it is important. Regardless of how trivial you may think that the issue is, it is truly something critical to your customer.

As a responsible, professional, reliable, service provider, it is your self accepted responsibility to treat the needs and concerns of your customer as though they are of true concern to you. Even if the problem is not directly related to the product or service that you have provided, your customer sees you. Or hears your voice. Or they have received an email from you. What I am getting at is this; Although the problem may not be one that you initiated or even in your officially sanctioned area of responsibility, it is in fact your problem now. You have established that you are the point of contact for the customer and the issue that they are experiencing, and you must follow through on ensuring that appropriate steps toward resolution are taken.

It is not good enough to make the statement that it is not my code, or my server, or my database. It is not enough to say that it is not my department, or it it's not in my job description. Regardless of whether you are closing million dollar deals or creating an aesthetically pleasing experience by ensuring that the floors are clean, you have a responsibility to serve others before yourself.

This is not simply some rule that is necessary for creating out of this world customer experiences. It isn't about your image or the image of the organization that you work for. This concept is simply a requisite for being a part of the human race.

Believe it or not, you have been designed and created with a servant heart for others. Focus more on authentically serving others, less on the job description or corporate borders of your function or the function of your department, and start serving the other people that you are in contact with each and everyday.

Rewards of satisfaction, contentment, and fulfillment are found when you move past living for yourself, and start living for others.

No comments: