"It infuriates me." A manger, frustrated about boorish behavior of some employees, explained to me, "After a customer leaves the room or hangs up the phone, some employees ridicule how the customer looked or that they asked 'stupid' questions." He asked if I knew of a statement that he could post that would remind employees of the vital importance of customers. I sent him a version of a timeless manifesto by L.L.Bean that I condensed and edited slightly. Feel free to pass it to your team.
Who are Customers?
Customers are the most important people ever on these premises.
Customers are not dependent on us. We are dependent on them.
Customers are not interruptions to our work. They are the purpose of it.
Customers are not people to argue with, match wits with, or insult behind their backs. Nobody ever won an argument with a customer.
Customers bring us their needs. It is our job to handle them profitably for them and for ourselves.
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About award-winning speaker, Jeff Mowatt, BComm., CSPJeff Mowatt is the best selling author of the books, Becoming a Service Icon in 90 Minutes a Month (for mangers), and Influence with Ease (for professionals who interact with customers). As a customer service strategist, Jeff's Influence with Ease© column has been syndicated and featured in over 200 publications. To help professionals put ideas into action. Jeff heads his own training company and has produced 4 multimedia training kits. An award winning international speaker, Jeff is among the top 7% of professional speakers in the International Federation for Professional Speakers to achieve their highest designation - Certified Speaking Professionals (CSP). For more Influence with Ease tips, training resources, and information about engaging Jeff for your team, call 1-800-JMowatt (566-9288), or visit www.jeffmowatt.com.
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