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Posted February 1, 2017
Make The One Thing The ONE Thing
You can say all you want about what your #1 priority is, however, until you create a system that is measurable and accountable, it is just lip service. One of my favorite things to ask the CEO's of my consulting clients is, "what is the one thing, we can help you improve, that will have a significant impact on your bottom line." I had one CEO tell me that a 1% improvement would result in millions of dollars. So when you know what that one thing is, you make it the ONE thing. You become obsessed with creating a system that has an applied metric that everyone in the company can monitor hourly, with real time feedback. And when I say everyone, I mean whenever that ONE thing isn't done, every time that ONE thing isn't done, alarms and sirens go off. The Customer-facing employee knows, their leader is immediately notified; the CEO and COO receive an automated text to their personal cell phones. Your system should be similar to this scene from the movie Monster's Inc.
We Need An Unreality Check
Are you guilty of capping people's potential; be it your employees, Customers, or child? One of the major problems today in the world is a lack of innovation. Innovation comes from creativity and people using their imaginations. As leaders, educators and teachers, we need to help people think big, dream big. We need more jobs of the world, as in Steve Jobs.
Recently, my son Bo DiJulius had a class assignment for his seventh grade class titled "Realistic". The assignment was meant to teach kids what it meant to be realistic. Students were asked if someone's big goal was realistic. I don't think the answer my son gave them was what they where looking for. However, I couldn't be more proud of the answer he gave and the way he thinks.
*Related - Is Technology Killing Creativity?
The Title Of The Chapter You Are Living In Right Now
A few eServices ago, I shared a great exercise titled If Your Life Were A Book, What Would You Entitle The Chapter You Are In Right Now? I got several outstanding responses to what people would name the current chapter of their life. I loved all the positive mindsets out there.
Watch this 1-minute video to see what is the most important thing that determines how good any company or person's Customer service is.
John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America's #1 Customer Service Conference.