Start with a plan. That is what many business experts suggest. We go to a conference room, boardroom, or gather for a campfire style chat around the coffee table. Do you have a customer service plan and is it working?
We already know that the best plans are only the best plans when they are properly executed. Organizations strive for buy-in, engagement, and loyalty. It is true for buying in to the plan. It is true when you sign up as an employee. The plan means there is an expectation.
When I buy a car and it breaks I expect the warranty to cover it, or I know it has aged out of the warranty. At this point, the value has changed. The original capabilities are somewhat less. The tires, wheel bearings, and engine life have eroded, at least a little.
The same may be said about our clothing, a vacuum cleaner, or our home. Across time and through use, they deteriorate little by little, bit by bit, and they are never the same as the first day.
Of course, some things we consider an investment. Paint a room, install new carpet, and get a new roof, perhaps a home now has more value.
One of the biggest challenges for us in the workplace, after the plan has been made, after the buy-in has occurred and employees and systems have launched, will it be an investment or a consumable?
Customer Service Plan
Some of the best customer service plans deteriorate across time. Exceptions become rules, what protects the customer shifts to what protects the organization, and the list of what is in the box declines in value.
That bright shiny plan, it grows dull, declines in value, and needs maintenance or a rebuild.
A customer service plan is about its impact on culture. Across time, culture is about tradition and becomes what is expected.
Your customer service plan should be an investment.
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.