Where's Service In A Tight Economy?

It's no secret that this recession has hurt many businesses. There are only a handful of businesses who are having, or have had, a banner year over this past 12 months.

That means that more businesses are fighting for fewer dollars from fewer customers in the marketplace.

That last statement begs the question: so if there are more businesses fighting over fewer customers trying to win a larger share of fewer sales, then where is the increased customer service experience you would expect to see in a tight economy?

I'll tell you where it is: it was eliminated (cut) with all of the other so-called "wasteful" programs that organizations felt they could do without as mediocre organizations made cutbacks and sat on hoards of cash hoping to weather the storm. Unfortunately, most organizations think that Service is something to be addressed by only their Customer Service department - when, in fact, Service is an Attitude, not a department

Ironically though, 80% of senior executives have reported they would use this recession to improve their competitive position (Bain & Company Survey 2009). Has your organization done anything about your customer experience over the past year? Hmm, then you must be one of the 20% who aren't doing anything about it (or the other 80% who are simply blowing smoke about re-tooling in a down economy). Service is an Attitude, not a department.

80% of senior executives believe that their companies are delivering an exceptional customer experience (Bain & Company Survey 2005). Only 8% of their customers agree. Why is there so much delusion at the top? Because senior managers believe that by training their Customer Service Department using the same trainers and same training models that churns out the same mediocre service of every other competitor, that somehow it's good enough. "Good enough" is mediocre - not great.

88% of companies view Corporate Culture as important as Strategy for business success (Bain & Company Survey 2009). So why then are 60% of North American workers actively looking for a new job in 2010 (Right Management Work Force Survey 2009)? They're leaving because they feel abandoned by their bosses which creates a terrible corporate culture - the same culture that 88% of companies apparently view as important as Strategy. They work in a culture of "good enough" which obviously isn't good enough to keep their people.

The numbers don't add up. Organizations are becoming so out of touch with their customers that they think they know what is right for their customers and employees but in reality, until you create a two-way dialogue, you will never know. It's arrogant to think you know what is best for people without asking.

There are too many sides not talking to each other - and that makes for a corporate culture that sucks.

The difference between a mediocre culture and a Culture of Greatness is seven distinct Attitudes. Here's a 7-minute video overview of the Attitudes that make organizations "Great."


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Attitude w/ ATTITUDE by Kevin Burns - Corporate Attitude/Culture Strategist

Creator of the 90-Day Strategy to Greatness Culture


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