As employees, we are to show to work, put in a full day and then head home (or to the bar!).
What we do should not matter as we are being paid to fulfill a certain role and not worry about anything else.
That is fine if we were robots.
We are not robots and we need more.
A recent Gallup Poll showed that approximately 1/4 of employees think their company delivers on its promises to customers! Therefore, 75% DO NOT deliver on their promises.
That is painful.
We can make draw two conclusions from this:
- The company makes promises and then does not deliver.
- The company does deliver on promises but does not communicate that to the customers.
There are obvious examples of companies over-delivering on its promises.
They are delighting their customers.
Toyota, American Express, Apple, and Chic-Fil-A all have super high customer enjoyment and approval.
Few companies have the lineups on the sidewalk outside their stores waiting for a new product release like Apple does. High priced products that people cannot wait to buy. They are clearly delighting their customers.
Toyota does not have the latest innovations in their vehicles. Many other brands have great new electronic features. However, Toyota gets high ratings in high-quality vehicles and minimal failures. Their vehicles are higher priced but the customers obviously see the value.
Chick-Fil-A is the fast food restaurant highest rated for customer satisfaction. It reached a mind-boggling 87 out of 100 on customer satisfaction surveys. How do they get this high ranking?
Not trying to be too simple…but a lot of attention is paid to employees.
Selection is a thorough process which careful evaluation of how the candidate will treat their customers. Even though this is fast food, employee selection is not made haphazardly.
Once on board, there is clear training of how to handle customers. Employees (generally love the training) as it gives them clear info on what they need to do.
Seriously, it does not take too many happy, excited responses from customers to make an employee excited!
Make your company meet the customer expectations and enjoy!