With plenty of time for reflection on my hands (and wanting to distract myself from the siren call of tortilla chips and salsa from the kitchen) I got to thinking about some of the days I have been most proud of in my 10 years in the activity industry. Reminiscing about sunnier climes and carefree days certainly broke the boredom of isolation; but also gave me an insight into my own motivation. All the days I bookmarked as making me feel proud had a common theme: customer service.
The morning my fantastic creche team settled 4-month-old twins so that their exhausted parents could have a spa treatment was not only an achievement in childcare, but in excellent customer service too. The look on a child’s face when we’d remembered their birthday and I’d made a card, or the thanks from a family who’d been lost (easily done on some of the more expansive sites I’ve worked on) and grateful for a helpful hand – sure, I was ‘doing my job’, but the feeling of a job well done lingered on long after the season’s end.
It got me to thinking that perhaps the term “customer service” doesn’t really cut the mustard here. Though in all the situations I could think of, “customer service” was certainly being displayed, there was another impact – on the customer server. The ability to go home at night and feel proud of a day’s work well done – or just the knowledge that I affected someone’s day in a positive manner – has never failed to make me feel just that little bit brighter, and ever more determined to do more of the same the next day.
So perhaps we need to think a little more about what providing excellent customer service can do for us, and our teams. Now more than ever we could all do with a boost. Our Get Back In2action training webinars are just one way of focusing your teams on the importance of customer service and highlighting the positive impact it will have – not only on your business, but on the people within it.
It’s time to refocus our motivations and include a bit of self-worth in our reasoning for getting a job done to the highest standard.