What does customer service excellence mean to you?
In an ever-changing economy and world of business, it seems this definition may be changing to some. What was once the cornerstone of a successful business model now seems to be causing many businesses to fall on their face. Why is it that when business gets tough, customer service is the first to get pushed aside? Are businesses getting pushed to such limits that they are forgetting to teach our rising youth the importance and proper techniques of customer relations?
One of the first memories we have of customer service may have been created by Walt Disney, who some would call an expert on customer service. The “WOW” factor starts before the entrance to parks, with immaculate landscaping, flowers of all colors, and signs directing you anywhere and everywhere, or better yet…buses to take you! It is hard to not feel like a kid again when wrapped in the arms of Disney World, with live characters lining the streets, smiling and waving until the very last soul makes his exit at park close. His parks around the world exemplify in every way an attention to the details that really do matter. “Walt Disney was, and will always remain, that rare breed: an artistic genius who, with the unflagging and essential support of his brother, Roy, created an effective organizational model and efficient work environment where employees were recognized for their achievements, encouraged to work as a team and, by striving for excellence, continually broke the confines of the status quo to surpass the expectations of the world.” Each employee attends training for the following areas and more: Leadership Excellence, People Management, Quality Service, Brand Loyalty, and Business Excellence. And their strategy is as simple as this: “treat everyone as a guest.” Seems simple, but it is clear that many people do not understand what that means…
We have all been there…frustrated…in an airport…with the feeling that no one is there to help. Now I only chose this video because it displays the extreme, not because I am picking on the airlines as everyone else seems to be doing these days. Unfortunately, it has become the norm in customer service over many industries, not just in air travel.
If you ask the Grand Ideas Gals, our answer to customer service is very simple: “We do what we say we will do; we do it on time; and we do WIT – Whatever It Takes – to make that happen.” We want to do what we do so well, that you send your friends our way, and we will line the streets smiling as you come our way!
Our Grand Ideas 