I was waiting at a business’s service counter recently and noticed, on the wall behind the counter, there was a sign proclaiming the company’s commitment to their customers.
Specifically it mentioned how the company ‘Loved’ and ‘Cared’ for its customers. The reality of the service I experienced suggested differently.
Many organisations talk about loving and really caring for their customers. But of course organisations can’t love or care for customers, only the people who work in organisations are capable of loving and caring.
Loving and caring are emotions that emanate from and are shared between human beings. One person to another. In order for an organisation to truly love and care for its customers the people who work for the organisation, manage within the organisation and lead the organisation must genuinely love and care for customers.
The question is how many actually do so or can do so if they are so distracted by the pressures of their day to day jobs that they barely get time to think about the customer or even interact directly with them?
How many employees so internally focussed or so distended from the customer touch point that the word ‘customer’ is only really experienced as a concept and not as a human interaction?
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