For many years, there has been a stranglehold of the “Profits over People” mentality for business leaders. These “Profits over People” traditionalists care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. Listening to the sweet cha-ching sound of profits, these traditionalists do not hear their grumbling employees and complaining customers many hierarchical rungs below. Even if the traditionalists could hear, they would wear noise-canceling headphones, oblivious to the employees’ concerns and customer complaints. These traditionalists cared more about profits and didn’t care much about employees or customers.
To paraphrase John DiJulius’ battle cry, it’s time for a Customer CARE Revolution! Let’s be revolutionary to improve the customer experience. This revolution “is a radical overthrow of conventional business mentality, designed to transform what customers and employees experience. This shift produces a culture that permeates into people’s personal lives, at home, and in the community, which provides the business with higher sales, morale, and brand loyalty, thus making price irrelevant.” John DiJulius.
We will CARE for each customer.
- COMMUNICATE with each customer with a smile, eye contact, and polite interaction. We inform each customer transparently and interactively of the product’s or service’s function, liabilities, and advantages to them.
- ACKNOWLEDGE each customer’s presence and value to us.
- RESPOND empathetically and compassionately to each customer’s questions, concerns, and complaints.
- ENRICH the experiences of every customer.
And when we CARE, each customer is wowed and happy, intent on returning again and again, raving to others along the way.
So let’s be revolutionary to improve the customer experience and CARE. When our people are energized and engaged to enthuse our customers, everyone’s lives will be enriched.
This is our time. Let’s be loud and proud. Let’s be revolutionary! And let’s Be GREAT out there!