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Add You - Company Policy Does More Damage to Customer Service Than Anything Else
Custom printed t-shirts have been a fashion staple since the late sixties and early seventies when you could walk into a mall and order yourself a t-shirt printed with your choice of words or t-shirt transfer. Even before that, many companies found that promotional t-shirts could turn them into small-town heroes – when they were worn on the backs of a winning (or losing) youth football team. These days, the p
When your employee says “can’t…company policy” he has put a barrier up between the customer and you. The customer can no longer get what he wants, at least not from your company.
o Executive or Owner View
I know…I know…I’m hearing the roar from the executive peanut gallery…You’ve got to make a profit. Well,
Often you see job postings with a request such as “Send resume with salary history to…” I don’t know about you but the first thing that pops into my mind is what do they expect to pay? The next question I ponder is whether or not it’s legal to request this information. Who will see my salary history when my resume and accompanying documents are received? Will it be the hiring manager, someone in the human res
o Company Policy
One of the biggest problems is “company policy.” Many company policies are structured to protect the company from the customer instead of helping the customer get what he wants and has paid for. Your success will explode when your company, and your employees are structured with the customers’ wants and needs in mind.
As a customer how many times have you been talking with a sales person, or a customer service rep and hear “sorry we can’t do that, company policy.” A barrier was thrown up between what you think is only reasonable and the company. For me, I’m out of there.
Is the problem “company policy” or is it the employee? It can go either way. Often employees are trying hard to do the job the way they understand it, which can often be that they are there to protect the company from the customer trying to take advantage. That isn’t saying that employee is a “bad” employee. Only that he doesn’t understand what he should be doing. That’s where proper employee training comes in.
o Employee Responsibility
It is the job of the people in your company that are in direct contact with the customers
To discover and understand what the customer really wants, and
Deliver what the customer really wants
When your employee says “can’t…company policy” he has put a barrier up between the customer and you. The customer can no longer get what he wants, at least not from your company.
o Executive or Owner View
I know…I know…I’m hearing the roar from the executive peanut gallery…You’ve got to make a profit. Well, l
There is no disagreement that effective branding through ‘use of a name, term, symbol or design, or a combination of these’ (Quester et al, 2001) can create brand awareness and recognition in the quickest manner. Companies use different kinds of ‘Brand Name’, that is, a word, letter or a group of words such as AOL, Intel Pentium III etc to project their companies. Sometimes such words, symbols or marks are le
As a customer how many times have you been talking with a sales person, or a customer service rep and hear “sorry we can’t do that, company policy.” A barrier was thrown up between what you think is only reasonable and the company. For me, I’m out of there.
Is the problem “company policy” or is it the employee? It can go either way. Often employees are trying hard to do the job the way they understand it, which can often be that they are there to protect the company from the customer trying to take advantage. That isn’t saying that employee is a “bad” employee. Only that he doesn’t understand what he should be doing. That’s where proper employee training comes in.
o Employee Responsibility
It is the job of the people in your company that are in direct contact with the customers
To discover and understand what the customer really wants, and
Deliver what the customer really wants
When your employee says “can’t…company policy” he has put a barrier up between the customer and you. The customer can no longer get what he wants, at least not from your company.
o Executive or Owner View
I know…I know…I’m hearing the roar from the executive peanut gallery…You’ve got to make a profit. Well,
Cisco acquires Scientific Atlanta, with the hope of combining the various home networks: video, data, voice, audio. In one stroke, Cisco has positioned itself at the pinnacle of the Network Convergence debate.Only two companies had a complete lock over the channel serving the STB market: Motorola and Scientific Atlanta. With today’s acquisition, Cisco cuts through the barrier to enter the STB market, a
Is the problem “company policy” or is it the employee? It can go either way. Often employees are trying hard to do the job the way they understand it, which can often be that they are there to protect the company from the customer trying to take advantage. That isn’t saying that employee is a “bad” employee. Only that he doesn’t understand what he should be doing. That’s where proper employee training comes in.
o Employee Responsibility
It is the job of the people in your company that are in direct contact with the customers
To discover and understand what the customer really wants, and
Deliver what the customer really wants
When your employee says “can’t…company policy” he has put a barrier up between the customer and you. The customer can no longer get what he wants, at least not from your company.
o Executive or Owner View
I know…I know…I’m hearing the roar from the executive peanut gallery…You’ve got to make a profit. Well,
Have you ever noticed that just when you think you may have found a solution to a problem another problem emerges? Then when you fix that problem, you find yourself back to your original issue? Well perhaps you never had a problem that could be solved in the first place. You may have been dealing with a dilemma or a "polarity" that simply needed to be managed!Dr. Barry Johnson has been working on the
o Employee Responsibility
It is the job of the people in your company that are in direct contact with the customers
To discover and understand what the customer really wants, and
Deliver what the customer really wants
When your employee says “can’t…company policy” he has put a barrier up between the customer and you. The customer can no longer get what he wants, at least not from your company.
o Executive or Owner View
I know…I know…I’m hearing the roar from the executive peanut gallery…You’ve got to make a profit. Well,
Develop an effective benefit message and you’re well on your way to building your company’s entire marketing program. After all, you need focus to create success. Without it you can wind up expending effort without getting the reward (income, that is) you’re looking for.Start with these three ingredients:Understanding of what the customer needs and wantsKnowledge of th
When your employee says “can’t…company policy” he has put a barrier up between the customer and you. The customer can no longer get what he wants, at least not from your company.
o Executive or Owner View
I know…I know…I’m hearing the roar from the executive peanut gallery…You’ve got to make a profit. Well, let me make something clear hear…you aren’t going to make a profit, or at least not as much profit if you aren’t satisfying the customer. So, what I’m saying is to teach your people how to listen to the customer. Change their perspective from “protecting the company from the stupid customer” to one of ALWAYS finding a way to help the customer get what he wants.
o Employee Listening to Customer…Communicating Needs to Company
Your employee should be the conduit through the maze of company policies. He knows what the customer needs, he knows what the company policies are, and his job is to take that customer through those company policies to get the customer where he wants to be. He isn’t a policeman stopping the customer at the gate. That hampers the customer. The first helps the customer.
o When Company Policy IS the Barrier
What happens if the company policy truly is a barrier? Then the employee should be the conduit to the company policy setters to help them understand how the company as a whole can better serve the customer by changing company policy.
I am in no way saying, “don’t make a profit.” But when company policy is set up to protect the company from the customer instead of helping the customer your profits will decline. A customer usually only wants what is reasonable.
The solution to company policy barrier: Make
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