Do your service staff care about helping people? I mean really care, as in going the extra mile to solve your customer’s problems, to make them happy? Or… do they do just the basics, just enough to get the job done?

Let me give you an example...

Yesterday morning, I went to Wild Oats, a customer service oasis in my opinion, and discovered that the decaf Daylight Blend bulk coffee on sale I wanted was out. I asked one of their staff, Norm, if they had any more. He said he thought they were out, he had reordered this morning, but would check. I thanked him and continued shopping, planning on circling back when I was done. When I returned, he told me that they were indeed out, but that he would break open a bag of prepackaged Daylight Blend and sell it to me at the on-sale bulk rate price.

Now, how many employees would have simply said “We’re out” without an “I’m sorry about that”, let alone go the extra step to come up with an alternate plan that will help out the customer?

Think of your own experiences as a customer and you know the answer.

Are you doing things that make sure your employees act like Norm, rather than act with indifference?

Here are some questions to help you answer that question:

1. Are you doing a good job at hiring only people who demonstrate a strong service ethic or do you hire warm bodies who can do the basic technical side of the job?

2. Do you give your staff the power to delight customers and not just the power to annoy them? The Wild Oats example is a perfect example. Given Norm’s response – opening up a prepackaged bag – I imagine that Wild Oats supports and encourages staff to use their discretion about how to address a customer’s needs. They apparently don’t require employees to run to their manager to get permission for every decision. If you’ve ever worked for a business where your only power was to say “No” to the customer and enforce rules, you know how demoralizing that can be. Working in such an environment leads service people to develop a numb, robotic, “Rules are more important that customers” mentality. Conversely, having the power to think for oneself and the power to please the customer, encourages staff to respond in creative, “go the extra mile,” customer-centric ways.

3. Do you recognize and celebrate examples of going the extra mile, of staff showing initiative, or do you take them for granted?Taking excellence for granted is a surefire way to get mediocrity.

4. Do you consciously try to create an atmosphere of goodwill?Remember the old adage: “Employees treat customers the way management treats them”? Are you on the lookout for opportunities to show appreciation, act kindly, and be of service to your employees? The more they see you showing you care about them, the more likely they will care for your customers.

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