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.
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.
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.
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.
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.
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.