Pull Customer Service Matters More
Get the work done. Push it out the door. Sell more, ship more, and grow the business. These all matter but are they push or pull? Pull customer service may be what makes a bigger difference.
What Is Your Plan?
Plenty of businesses and organizations have a decent plan. Plenty of them execute according to the plan and have some success.
It certainly is not always about reinventing the wheel. Sometimes it is about how we care for the wheel.
If you are already bought-in that care is important, especially for the customer experience, does your culture push or pull?
We often talk about push. Push through the day. Push through the comfort zone. Make greater things happen even in the face of adversity.
Have grit, grind through the emotional labor.
These concepts are not necessarily bad, but they are all about the push. And yes, the push can be motivational.
Plan to Pull
What about pull though? What about having a culture of customer service that is so strong the organizational culture creates a pull?
Imagine the outcomes when the service experience is so good that internal and external customers are pulled in. Imagine they are so attracted to the good vibes that they simply want more.
Organizations with pull customer service are not bickering over who does the work. You don’t hear, “That’s not my job.”
Pull Customer Service
In a pull culture, growth begets growth. It is attraction that builds community. Community builds connection. Connections build more pull. Nobody internal or external feels pushed. Push isn’t a motivator, it is all pull.
They sell more, ship more, and grow more without pushing.
The grind isn’t really a grind because it pulls people in. Sure, there may be moments here and there, but the overall feeling is pull.
Wouldn’t it be nice to push less?
-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.
