Welcome criticism? Those are two words that are hard to swallow. Don't you just hate criticism? I mean, think about it. It doesn't make you feel good. You tend to question the agenda of the person giving it; is their intention to help them look better in the eyes of others at your expense? Pure and simple, criticism is a painful experience. So why should we welcome it?
The problem with most companies today is their employees see the people walking into their place of business or ordering on-line as JUST ANOTHER CUSTOMER. Companies forget how excited they were the day they had their first customer. After years of success, customers are taken for granted. Most of the people working for them weren’t around when they had their first customer. Most employees don’t really give much thought to the fact that customers pay their salaries along with paying for everything else.
In between the business methodologies of Total Quality Management to Business Process Reengineering (BPR), from Six Sigma to Lean Sigma, don't lose sight of some good “Old Words;” service, trust, respect, loyalty, diligence, fairness, and integrity will serve you well in your career. Those “Old Words” should never be overlooked in our quest for the latest and greatest technological business tool or management book.
Your customers are invited guests to your party and everyone they encounter in your company needs to assume the position of being “their host.” Customer service excellence has always been and will always be the most critical competitive advantage for any business. Your competitor can copy your store, warehouse, or facility design, your product mix and even your pricing … but you can make it where they will never be able to copy your incredible customer service.
Recently, I heard a prominent speaker declare: “I think motivation is garbage.” She went on to say, “Motivation is never there when you need it. Ever, Ever, Ever!” She even said that we have all bought into this big lie that motivation really works. The speaker went on to explain her statement, but nothing she said changed my opinion of how TOTALLY wrong I think she is.
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March 1, 2020
by Robert Stevenson
