Quotebook: Customer Service

January 22, 2008 in Quotes with 2 Comments

Ask yourself, how many of your processes or policies are set up to make life easier for you and how many make life easier for the customer?  Change the ones that are about you.  Peter Sheahan, Flip (p. 117)

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2 Responses to “Quotebook: Customer Service”

  1. Jim Stroup January 25, 2008 at 5:51 am #

    Mark,
    This is both the most elegantly powerful advice most managers can receive, and the most agonizingly difficult to follow – especially if those impeding processes/policies are the legacies of the shortcomings or shortsightedness of their predecessors.
    I usually apply this rule to organizational purpose – but that, of course, is grounded in the customer.

  2. Mark Howell January 25, 2008 at 7:00 am #

    They are tough, aren’t they? So many of us are dealing with legacy issues too! Makes life just a little more challenging. And you’re right…this is about your purpose and your commitment to it.
    mark

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