One of my favorite quotes that captures the essence of what is wrong with so many workplaces comes from a Harvard Business Review article: “Most companies have it wrong. They don’t have to motivate their employees. They have to stop demotivating them.” It reminds me of a similar quote by the late management guru Peter Drucker, “So much of what we call management consists in making it difficult for people to work.”
I don’t care what you do for a living, you are in the customer service business. Here are nine ideas on how to stand out from the herd with your service (and even if you aren’t running a store or hotel, everyone of the underlying principles apply to all of us):
1. Offer an outrageous customer service policy that people will truly notice. Zappos, the on-line shoe biz, offers customers a 100% money-back return policy for up to 365 days with free shipping in both directions.