This quote by Tom Peters sums it up:
Why is your world of business any different than the (competitive) world of rugby, football, opera, theater, the military? If people/talent first and hyper-intense continuous training are laughably obvious for them, why not you?”
It seems so obvious, and yet, in “our world of business” we face a daunting obstacle to greatness: our own attitudes, and those we accept from others. When it comes to Customer Service, we accept mediocrity, and, too often, we deliver mediocrity.
It’s no wonder then, that “Service” is seen as something we don’t do well in this country; as not a desirable career choice for our brightest and best; as not something worth investing serious time and money in. We spend £millions on infrastructure and £000s on recruitment and training. And, too often, we don’t hire for aptitude/attitude, let alone for skills; instead we hire those who will work for the money.
Usain Bolt is certainly one of the greatest athletes who ever lived – yet, would he be successful if he didn’t train (his mind, as well as his body)? Here’s what he said in October 2015:
Today’s the first day of training in preparing for Rio 2016. I’m ready for the hard work ahead and even more committed to giving my fans nothing but the best.”
Imagine if you said the same about your next product launch, your next project, your next opening? Imagine if you said this to your Team, today? Imagine what would happen if you then created, or sourced, the best training programme – modelling best practice, setting the highest possible standards, and focused on a commitment to giving your Team, and your Customers, “nothing but the best”?
For support with developing a world class Customer Experience click here.
For encouragement and motivation/justification click here.
Stephen Spencer is a keynote speaker, business coach and consultant, helping organisations create better Customer Experiences to unlock team and profit potential. He has over 25 years’ experience as a leader, trainer and experience developer with some of the UK’s most prestigious Retail, Tourism and Hospitality brands. Sign up for Stephen’s POSITIVE Customer Experience newsletter here.