Once, while playing golf with two friends, we had a man join us to make up a foursome. As he was a stranger, we all introduced ourselves and started to get to know one another. Over the course of play, as is typical, the questions came up as to what we all did for a living.
When it came to me, I said I was a business coach and teacher specializing in leadership and service. Our stranger got very interested. He said he owned his own business and wanted to know what tip I could give that he could relay to his employees so they would deliver better customer service.
My answer, “You have to care.” He looked a little stunned. I think he thought I would have some much more eloquent, complicated response but I went with easy and uncomplicated. After a minute or two, he asked, “Is that it?”
“Yes, that’s it,” I said, “but it’s not just about them caring, you have to as well. In fact, everyone in your organization has to care not only about customers but each other. If caring for others, employees and customers alike, is not part of your entire culture, it will all be for naught, and the organization will never see the true benefit.”
We continued playing and moved on to other topics. I do not know what happened with this man’s company, but I hope he took something away and made some changes.
So why am I relaying this?
Early in the year is a great time to begin making changes and transforming your organization as I described above might be the best change you can make.
A deeper look at caring is necessary though.
Caring is about concern and as I said when it comes to your business it means concern for customers and fellow team members. But how do we demonstrate that care? There are two key ways.
One is to be concerned with the quality of the work we do for others. This means doing our best to understand the job that needs to be done and exactly what it is that is needed. It means paying attention to details like how easy it is to use or work with, how it looks, and how complete it is. Whether it is a spreadsheet or a diamond ring, it should be something we are proud to put our name on.
Second is to be concerned with the wellbeing of the recipient. This means showing kindness and civility and making the product you are delivering easy on them. It means listening for further needs and doing our best to make them successful.
We can change the world, or at least our corner of it, if we all just care a little more. Make this change and see what happens. See how it impacts your team members and customers. See how it impacts you. See how your organization benefits.
How can you and your organization deliver better service? You have to care. Yes, that’s it.
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