Don't Treat Customers as Hostages!
04/29/02
Ken Miller, Director of Performance Improvement for the State of Missouri, knows the truth in public service: "We don't have customers, we had hostages. They didn't choose us."
Ken Miller and his team don't settle for treating the public like "hostages." In less than three years, his performance improvement troops have helped Missouri's Department of Revenue issue refunds 80% faster, cut wait times in DMV lines by 50% and have won the Missouri Quality Award. Caring enough to serve "hostages" when the public has to depend upon their services is a noble mission worthy of our appreciation and respect.
But there is something every champion of change can learn from Ken's admission, for there is a danger in treating any customers as a "hostage." Never put quality service on autopilot, because it is all too easy to take valued, longstanding customers for granted and to act as though they do not have a choice. Instead of assuming that customers will keep buying, learn to act as though you have to earn their choice anew every single day. After all, if you're not listening anew to your clients, your competitors will be.
Don't be like the husband who when asked how many times he said, "I love you," to his wife, replied "Zero!" When asked how that was possible, he answered, "When she agreed to marry me, I told her I loved her and if I ever changed my mind, I'd let her know." Don't try that as a company. In today's uncertain economy, let your customers know how much you love them and let that love show!
This week, turn some of your "hostages" into "happy campers" by taking the time to listen anew to what you can do to reearn excellence with your customers.
MONDAY'S MIRTHFUL MOMENT
Fred P. via Dr. Ann Weeks Ezine, "Weeks of Fun #290," supplies this week's mirthful moment--a few truths from the lighter side of life. Enjoy:
1. I live in my own little world. But it's OK...they know me here.
2. I don't do drugs anymore 'cause I find I get the same effect just standing up really fast.
3. Sign In Pet Store-"Buy one dog, get one flea..."
4. If life deals you lemons, make lemonade; if it deals you tomatoes, make Bloody Marys. But if it deals you a truckload of hand Grenades...now THAT'S a message!!
5. I am a nobody, and nobody is perfect; therefore I am perfect.
6. How come we choose from just two people to run for president and 50 for Miss America?
...I also think we will have trouble getting those presidents to appear in swimsuits.
When you keep your eyes open for mirth, you just may find it! Hope this kicks off your morning and helps get your mood adjusted for the week. Now, get busy MAKING CHANGE WORK and have some fun along the way!...