Treat Employees Like They Are the Customer
“Treat your employees the way you want your customers treated – maybe even better!” Shep Hyken
The above quote is simply a line taken from one of my speeches. It is my customer service slant to the familiar Golden Rule – “Do unto others as you would do unto yourself.” Telling people how to treat customers is one thing. Showing how you want them treated is completely different – especially if you are modeling the behavior.
I received a case study written by Andrew Thomas, a freelance writer from Ohio. He wrote about global leadership and the Ritz-Carlton Hotel chain. There was something in the case study that jumped out at me, and it applies to the concept in the above quotation.
The Ritz-Carlton was hired to manage an existing hotel in Shanghai. They brought in many of their experts and determined that major renovations were needed. Their first phase of the renovation was the Employee Entrance. This may seem strange to most, but is the norm for the Ritz-Carlton. While the renovation was relatively inexpensive, it sent an important message to the employees (who were employed by the previous management company). It demonstrated that a new standard (higher) of quality and service was expected and that the employees were incredibly important to the process.
The Ritz-Carlton is recognized worldwide for being a quality organization. They understand the importance of outstanding customer service. Just as important, if not more so, is that they also understand the value of their employees, the internal customers.
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Showing posts with label employee recognition. Show all posts
Showing posts with label employee recognition. Show all posts
Wednesday, January 19, 2011
Wednesday, November 24, 2010
Internal Customer Service
Shep Hyken – customer service motivational speaker, author, trainer, and expert – points out another customer you have- the internal customer! In one of his Shepard Letters, his monthly newsletter, Shep explains how internal (and external, of course) customer service comes from the very top and filters through everyone in the company.
It has been my good fortune to have been hired to speak to hundreds of clients with many, many different types of audiences. Most of these clients understand that customer service is not a department you call when you have a complaint. It is a philosophy. Customer service throughout an entire organization is the way of the future.
Still, many people believe that customer service training is only for front line personnel. And these people seem to only want to train the sales people, and of course, that “customer service department.”
Service must be a total commitment not just for the front line, but for every employee of any business, from the mail room attendant to the janitor to the president to the CEO. Everyone has a customer. If it is not the outside customer, then it is the internal customer.
Internal Customers
So who is an internal customer? A simple definition of an internal customer is anyone within an organization who at any time is dependent on anyone else within the organization.
The internal customer may be a situational customer. This person may not always be the internal customer. They might be depending on someone inside the company at a specific time for a specific reason, maybe once a week or even once a year.
An example of an internal customer may be someone in the payroll department. Let’s say this payroll person is dependent on managers from various departments to call in the employee payroll on time. If a manager is late or doesn’t report payroll properly, then the payroll person can’t do his or her job, which is getting payroll checks out on time. The manager failed his or her internal customer.
This internal customer can be someone you work for as well as someone who works for you. At first you might think that because she works for me that I would always be her internal customer. After all, I’m the boss! WRONG! Of course I am dependent on her to help me with my responsibilities, but she is just as dependent on me to get her the right information and training so that she can do the best job possible. It goes both ways.
From The Top Down
The concept is sound and strong. Customer service has to be a total company effort. It just can’t be the front line who deals with the outside customers, the ones that buy our products and services. The front line needs the support of everyone within the organization.
The traditional structure of a company has the CEO or President at the top with layers of management underneath, ending with the front line employee who deals directly with the outside customer.
Imagine a triangle or pyramid. The CEO is at the top - at the point. At the bottom, at the base of the pyramid, are the front line employees. The chain of command flows down. The responsibility to each level of management and every employee flows down. This is very traditional.
In the 1980’s along came Jan Carlzon, the former president of Scandinavian Airlines with his best selling business book, Moments of Truth. In his book, he turned the pyramid upside down. He emphasized the importance in dealing with the outside customer. He said that rather than the lower level employees serving the higher levels, it should be at least a two way street, if not opposite. He flip/flopped the pyramid and put the customers at the top and the upper management, including the CEO and president, at the bottom.
This is the root of internal service. It is the understanding that everybody supports everybody else in the organization.
A company who has an excellent service reputation didn’t get it without everyone in the company being a part of the service strategy. Someone once said that if you are not working directly with the outside customer, you are probably working with someone who is. Everyone within your organization has an affect on the outside customer.
Starting an internal service program is simple. Virtually every technique you have read or learned about general customer service applies to the internal customer as well. Small changes in basic terminology will need to be made. Companies that practice outstanding customer service find it is easier to attract and keep customers. Companies that practice outstanding internal service find it easier to attract and keep good employees. Employees who practice outstanding internal service find it easier to keep and enhance their careers.
So, take care of your internal customers and create MOMENTS OF MAGIC!
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Shep Hyken – customer service motivational speaker, author, trainer, and expert – points out another customer you have- the internal customer! In one of his Shepard Letters, his monthly newsletter, Shep explains how internal (and external, of course) customer service comes from the very top and filters through everyone in the company.
It has been my good fortune to have been hired to speak to hundreds of clients with many, many different types of audiences. Most of these clients understand that customer service is not a department you call when you have a complaint. It is a philosophy. Customer service throughout an entire organization is the way of the future.
Still, many people believe that customer service training is only for front line personnel. And these people seem to only want to train the sales people, and of course, that “customer service department.”
Service must be a total commitment not just for the front line, but for every employee of any business, from the mail room attendant to the janitor to the president to the CEO. Everyone has a customer. If it is not the outside customer, then it is the internal customer.
Internal Customers
So who is an internal customer? A simple definition of an internal customer is anyone within an organization who at any time is dependent on anyone else within the organization.
The internal customer may be a situational customer. This person may not always be the internal customer. They might be depending on someone inside the company at a specific time for a specific reason, maybe once a week or even once a year.
An example of an internal customer may be someone in the payroll department. Let’s say this payroll person is dependent on managers from various departments to call in the employee payroll on time. If a manager is late or doesn’t report payroll properly, then the payroll person can’t do his or her job, which is getting payroll checks out on time. The manager failed his or her internal customer.
This internal customer can be someone you work for as well as someone who works for you. At first you might think that because she works for me that I would always be her internal customer. After all, I’m the boss! WRONG! Of course I am dependent on her to help me with my responsibilities, but she is just as dependent on me to get her the right information and training so that she can do the best job possible. It goes both ways.
From The Top Down
The concept is sound and strong. Customer service has to be a total company effort. It just can’t be the front line who deals with the outside customers, the ones that buy our products and services. The front line needs the support of everyone within the organization.
The traditional structure of a company has the CEO or President at the top with layers of management underneath, ending with the front line employee who deals directly with the outside customer.
Imagine a triangle or pyramid. The CEO is at the top - at the point. At the bottom, at the base of the pyramid, are the front line employees. The chain of command flows down. The responsibility to each level of management and every employee flows down. This is very traditional.
In the 1980’s along came Jan Carlzon, the former president of Scandinavian Airlines with his best selling business book, Moments of Truth. In his book, he turned the pyramid upside down. He emphasized the importance in dealing with the outside customer. He said that rather than the lower level employees serving the higher levels, it should be at least a two way street, if not opposite. He flip/flopped the pyramid and put the customers at the top and the upper management, including the CEO and president, at the bottom.
This is the root of internal service. It is the understanding that everybody supports everybody else in the organization.
A company who has an excellent service reputation didn’t get it without everyone in the company being a part of the service strategy. Someone once said that if you are not working directly with the outside customer, you are probably working with someone who is. Everyone within your organization has an affect on the outside customer.
Starting an internal service program is simple. Virtually every technique you have read or learned about general customer service applies to the internal customer as well. Small changes in basic terminology will need to be made. Companies that practice outstanding customer service find it is easier to attract and keep customers. Companies that practice outstanding internal service find it easier to attract and keep good employees. Employees who practice outstanding internal service find it easier to keep and enhance their careers.
So, take care of your internal customers and create MOMENTS OF MAGIC!
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Tuesday, December 01, 2009
The Fear of Cheer
Steve Becker owns restaurants and a catering company in St. Louis, MO. The other night he and I were discussing customer service and he came up with a concept that he calls “The Fear of Cheer.” He believes that companies are afraid to have holiday parties for fear the employees, customers, stakeholders, etc. will look at the company and wonder why they are spending money on a party.
Earlier this year President Obama criticized companies for holding lavish meetings and events, causing a major disruption in the meetings industry. I won’t disagree that some companies went a bit “crazy,” but not all. As a result, even when certain companies had necessary meetings with reasonable budgets that included a decent hotel, food and even reasonably priced speaker, they were scrutinized and often criticized. This is where “The Fear of Cheer” started.
Steve’s creative twist on this “Fear of Cheer” is to stop calling it a holiday party and call it an employee recognition and appreciation event. His suggestion is to have a nice event that doesn’t go overboard. Perhaps a bit conservative and scaled back, it still allows employees to get together, acknowledge one another and have a little fun during the holiday season.
So, don’t abandon the traditional holiday party out of a “Fear of Cheer.” Do something. It may not be needed, but it is hoped for and appreciated. Happy Holidays!
BOOK RECOMMENDATION:
David Avrin’s new book “It’s Not Who You Know, It’s Who Knows You – The Small Business Guide to Raising Your Profits by Raising Your Profile” hit the bookshelves this week. It is filled with clever ideas and real-world examples that will show you how you can stand out and become top-of-mind with your top prospects. This will make a great business gift for the holidays. Available everywhere or direct from the author at www.visibilitycoach.com/bookstore.
A GIFT FOR YOU!
My friends at Parature are sponsoring a “Cult of the Customer” webinar on Wednesday, December 9, 2009 at 2:00 EST. This will be a full hour of information about creating a customer service culture that makes your customers and employees say, “AMAZING!” I’ll be sharing a “Top Ten List” of ways for companies to create this culture of “Amazement.” Thanks to Parature, there is no charge to attend. So, what are you waiting for? Go to: http://tinyurl.com/cult-webinar.
Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- http://www.hyken.com -- (314)692-2200
Steve Becker owns restaurants and a catering company in St. Louis, MO. The other night he and I were discussing customer service and he came up with a concept that he calls “The Fear of Cheer.” He believes that companies are afraid to have holiday parties for fear the employees, customers, stakeholders, etc. will look at the company and wonder why they are spending money on a party.
Earlier this year President Obama criticized companies for holding lavish meetings and events, causing a major disruption in the meetings industry. I won’t disagree that some companies went a bit “crazy,” but not all. As a result, even when certain companies had necessary meetings with reasonable budgets that included a decent hotel, food and even reasonably priced speaker, they were scrutinized and often criticized. This is where “The Fear of Cheer” started.
Steve’s creative twist on this “Fear of Cheer” is to stop calling it a holiday party and call it an employee recognition and appreciation event. His suggestion is to have a nice event that doesn’t go overboard. Perhaps a bit conservative and scaled back, it still allows employees to get together, acknowledge one another and have a little fun during the holiday season.
So, don’t abandon the traditional holiday party out of a “Fear of Cheer.” Do something. It may not be needed, but it is hoped for and appreciated. Happy Holidays!
BOOK RECOMMENDATION:
David Avrin’s new book “It’s Not Who You Know, It’s Who Knows You – The Small Business Guide to Raising Your Profits by Raising Your Profile” hit the bookshelves this week. It is filled with clever ideas and real-world examples that will show you how you can stand out and become top-of-mind with your top prospects. This will make a great business gift for the holidays. Available everywhere or direct from the author at www.visibilitycoach.com/bookstore.
A GIFT FOR YOU!
My friends at Parature are sponsoring a “Cult of the Customer” webinar on Wednesday, December 9, 2009 at 2:00 EST. This will be a full hour of information about creating a customer service culture that makes your customers and employees say, “AMAZING!” I’ll be sharing a “Top Ten List” of ways for companies to create this culture of “Amazement.” Thanks to Parature, there is no charge to attend. So, what are you waiting for? Go to: http://tinyurl.com/cult-webinar.
Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- http://www.hyken.com -- (314)692-2200
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