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Going the extra inch

Soccer penalty kick

 

(photo: In customer service all it takes to achieve the goal is just a little bit more than the customer expected… an inch will do)

Everyone has heard the customer service mantra, ‘got the extra… mile”.

But what about this one?

Go the extra inch

This is a concept that is an astonishing paradox to the notion of going the extra mile.

In calling Fidelity a month ago to set up tomorrow’s meeting, the CFP answered the phone without using his name.

In some work cultures, that is failure.

In others, it’s business as usual because people are clueless to what world class customer service looks like.

Funny thing though, the industry has created the stereotype where that type of typical service, even from the senior leaders, comes with the territory.

Funny how much respect you get when the CFP realizes your net worth.

Tomorrow will be interesting.

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By jeff noel

Retired Disney Institute Keynote Speaker and Prolific Blogger. Five daily, differently-themed personal blogs (about life's 5 big choices) on five different sites.

2 replies on “Going the extra inch”

Remarkable. I was just covering part of this with a team member the other day. They answered the phone . . . well, let’s just say I knew they were annoyed. We have caller ID so they knew who was calling. But for that brief moment, they let their guard down and allowed their frustrations to take control of their job (which at the moment was to answer the phone in the way they were trained to do).

I reminded them to take 5 seconds, take a deep breath and try again. It helped them manage the crisis that was in front of them. And also reminded them that the telephone was an extension of the business. That next phone call could be a customer they gain or lose for life. 🙂

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