Tag Archives: caring

  • 0
caring costs

Caring Costs but Saves Money in the Long Run

Tags : 

Possibly the most fundamental principle that is so often violated in the workplace and especially in customer service is caring. Caring costs but it certainly can save money in the long run.

Workplace Caring

At our job, someone leaves the printer without paper, or prints and leaves the tray filled with unwanted output. The office microwave has spills, the paper towel dispenser is empty, and all of your shared documents have moved to a different folder.

It seems doesn’t matter [sarcasm] because time is money and everyone is running late or behind, or perhaps, they just don’t care. We’ll leave it for the next person to clean up or take care of, after all, they have more time.

Customer Service

We see it, feel it, and hear about it all the time. The unclean restroom, food that should be warm, but is cold, or even the displays that clutter the isles of our local food store making it difficult for shopping carts to pass.

Caring may feel like it is expensive. It takes time, resources, and often money to make a difference.

Too often, the focus is on the short term, not realizing the negative repercussions in the long run.

Caring Costs

One of the best benefits of caring is word of mouth, today this is world of mouth. The C Suite fears the negative social media posts, but insists that organizational performance is relative to the front line.

Caring starts internally, it begins within the culture of the organization. It is hard to show external caring when internally the measurement of profit or sales trumps any philosophical position the organization claims to be taking.

Saves Money

Yes, in fact, caring costs, but it may also more than pay for itself. Caring builds relationships, creates loyalty, and increases lifetime customer value. Considering just those three things, it seems to me that in the long run this saves money.

Is caring important? Caring is so important that I devoted a chapter to it in my recent book.

Care more. It puts the human back in the equation—priceless.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


  • 0
listening improves customer service

How Listening Improves Customer Service

Tags : 

Many organizations who actually take the time to self-reflect suggest that one area they could improve is in their communication. Listening is one of the most fundamental and easily improved skills. Have you considered how listening improves customer service?

As a business consultant and organization development professional, I hear it all the time. I hear it mostly because I am listening, listening carefully and watch the non-verbal cues. Many businesses believe they are too good to change.

Their focus is either on the CEO’s area of expertise, often a technical skill, or on getting more sales. Neither of these are a problem, until; their focus becomes their blind spot.

Blind Spots

I’ve heard CEO’s of small businesses ($15k – $65k annual revenue) repeatedly suggest that they are too big to fail. Some of them flat out say it. Others are saying it when you listen through the words.

If you’re following along closely, you might wonder why I’m even in the room? Think about that for a moment. Honestly, I’m typically there because someone on the team has suggested to bring me in and the top brass tolerates it because they hope it will silence the team.

Now, I’m not bashing my clients, not at all. I’m honestly trying to help. However, too big to fail sometimes equates to too big to listen. This is most likely why the second string in the C Suite has recommended we work together. The first string tolerates it, again hoping to calm the restless.

Besides, they would never want to be accused of not supporting the team. The team needs this, but perhaps they do not, at least that may be the thought.

Customer Service Connection

The customer service connection should be starting to become clear. We’re in a service oriented economy. That isn’t really new, it has been shifting for decades, and many believe that it is accelerating.

In a service economy, the most valuable core principles should be closely aligned with [customer] service. This is important internally and externally. It is important for sales, brand promise, and understanding lifetime value.

Where are most organizations focused? They are focused on the external, closing the sale, increasing profit, and forging new relationships. Certainly, of course they are, as they should be. However, their focus on external push often eliminates listening to the service requirements.

Listening Improves Customer Service

How does this happen? Too big to fail, equates to too big to listen, which makes their actions and behaviors consistent with too big to care.

Caring is one of the most violated principles in a service economy. They may care, but sometimes they care incorrectly. Caring about closing the sale is sometimes not the same as caring enough to listen.

Listening, that is where it all starts. Not hearing, but listening.

In case you’re wondering, there is a difference.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


Search This Website

Trending 5 out of 5 Stars on Amazon

Upcoming Public Events

  1. Book Signing – Library Express

    December 15 @ 6:00 pm - 7:30 pm
  2. Customer Service Culture, not a Department Seminar – Wmspt, PA

    March 27, 2018 @ 8:00 am - 12:00 pm

Subscribe to Blog via Email

Enter your email address to subscribe to this blog and receive notifications of new posts by email.

Blog (Filter) Categories

Follow me on Twitter

Assessment Services and Tools

Strategic, Competency, or Needs Assessments, DiSC Assessments, 360 Feedback, and more. Learn more

Schedule a Telephone Call

Schedule a 15 minute
(no cost) phone call with Dennis
Click to Schedule an Appointment