What gets employees excited about serving customers?

by Sam on July 20, 2010

One-Minute Answer:  There are four ways to beat the competition. Offer a lower price, produce a better product, deliver it quicker, or make it easier and more enjoyable for customers to deal with you. That means that with the sole exception of pricing, service plays a major role in wining customer loyalty.

 

Try as we might, it’s often futile to preach to employees on the urgency of serving customers. A lecture, an exhortation, or a scolding may light fires under them, but won’t ignite passion within them.

 

So how can you turn them on to their jobs? How can you kindle an internal flame that transforms them into spirited and willing servants of the people who buy your services and products?

 

 

Five-Minute Answer:  Here is a collection of sayings assembled just for you. Memorize one or two to quote at the right time to encourage behavior you’re looking for. Post them over time in a place for all to see and be uplifted by. Or, insert them into customer service training course materials.

 

The Heart of Customer Service

“Customers pay only for what is of use to them and gives them value. Nothing else constitutes quality.”  ~Peter Drucker

“Consumers are statistics. Customers are people.  ~Stanley Marcus

“From our customers’ point of view, if they can see it, walk on it, hold it, hear it, step in it, smell it, carry it, step over it, touch it, use it, even taste it, if they can feel it or sense it, it’s customer service.”  ~SuperAmerica (gasoline and food chain)

“The best customer to have is the one you’ve already got.”  ~Dick Shaaf

 

The Positive Impact of Satisfying Customers

“He profits most who serves best.”  ~Arthur F. Sheldon

“Treat people as if they were what they ought to be and you help them to become what they are capable of being.”  ~Johann Wolfgang von Goethe

“There are painters who transform the sun to a yellow spot, but there are others who with the help of their art and their intelligence, transform a yellow spot into the sun.”  ~Pablo Picasso

“It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.”  ~Henry Ford

 

Challenges for Customer Servers

“People who really want help may attack you if you help them. Help them anyway.”  ~Mother Teresa

“People seldom refuse help, if one offers it in the right way.”  ~A. C. Benson

“One must really have suffered oneself to help others.”  ~Mother Teresa

“Tell others of the positive effects of their actions. It will help return the kindness they showed to you.”  ~Dan Kelly

“Great opportunities to help others seldom come, but small ones surround us every day.”  ~Sally Koch

“Your most unhappy customers are your greatest source of learning.”  ~Bill Gates

 

Positive Outcomes for Customer Servers

“The sole meaning of life is to serve humanity.”  ~Leo Tolstoy

“You can’t help someone get up a hill without getting closer to the top yourself.”  ~General H. Norman Schwarzkopf

“Sure I’m helping the elderly. I’m going to be old myself some day.”  ~Lillian Carter

“Little deeds of kindness, little words of love, help to make earth happy like the heaven above.”  ~Julia A. Fletcher Carney

“The more credit you give away, the more it will come back to you. The more you help others, the more they will want to help you.”  ~Brian Tracy

“Find a job you like and you add five days to every weekend.”  H. Jackson Brown, Jr.

 

Corporate Slogans about Commitment to Customers

“We’ll go to the ends of the earth for you.”  ~Continental Airlines

“When it absolutely, positively has to be there overnight.”  ~Fedex

“Have it your way.”  ~Burger King

“We do it all for you.”  ~McDonalds

“So easy a caveman can do it.”  ~GEICO

 

Enough Said:  “The trick is in what one emphasizes. We either make ourselves miserable, or we make ourselves happy. The amount of work is the same.”  ~Carlos Castaneda

 

Week after Next:  Perhaps the greatest challenge in life is to transform our troubling behavior for the betterment of ourselves and others. Perhaps the second greatest challenge is to help others to do the same. So, the question for August 4th is “How do I move myself and others from yesterday to tomorrow?

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