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)
|
||
Quotebook: Customer Service2 comments to Quotebook: Customer Service |
|
|
|
Copyright © 2010 STRATEGY CENTRAL - All Rights Reserved 
|
||
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.
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