That’s right – customer service is contagious like the common cold. It can spread faster than pink eye at a day care center. Improved customer service comes from spreading a passion for interactions with our customers. And in today’s hypercompetitive world, customer service can be a true point of competitive advantage (Mike writes about that point constantly). So how do you make service contagious?
I didn’t catch it until I was 16. I was working in a real honest to goodness Mom & Pop store. Murray Logan and his wife Del were the founders of Logan & Sons, a small grocery store specializing in high quality meats and produce and delivering great customer service.
If you are involved in managing customer service you know it gets infinitely more difficult to treat the customer the way they want to be treated when you add employees to your business model. When it’s your store and you are the workforce you don’t have to worry that the customers will get treated well. But from the moment you add your first employee, your work gets much more complicated. Now you have to define excellence, teach it, observe it and re-teach it constantly.
How did the Logans do it? Simple.