Has the Age of Mediocrity arrived?
One of my information sources (recommended by reader Lauren) is Harvard Business Publishing’s Management Tip of the Day. (Go here, then look for the Management Tip of the Day in the right “Subscribe Options” area.)
A couple days ago the title of the article was Do Something Remarkable for Customers. It’s actually a cool little article that focuses on Best Buy’s Geek Squad. In the six years since starting in 2002, the Geek Squad has grown from 60 employees to more than 15,000 currently and is contributing more than $1 billion (yes that’s illion with a B) to the bottom line.
The secret sauce for the Geek Squad is fanatical adherance to customer service. Here’s the 6 point pledge every fledgling Geek signs on to uphold:
- Never violate the trust of my clients or disrespect their property.
- Never say, “I don’t know.” Instead, say, “I’ll find out.”
- Always understand that my clients’ time is more valuable than my own.
- Assume every problem is my fault, unless proven otherwise.
- Consider my job done only when my client is completely overwhelmed with joy. And instead of assuming they’re happy, I’ll ask them.
- Keep every promise I make. Including this one.
It’s a cool program and I give Best Buy credit for reinvigorating customer service just when I was convinced it was dead. And as a geek at heart, it’s kind of fun to be cool again!
Reading the full article though, I had two thoughts.
Thought 1: When did good service become remarkable?
Kudos to Best Buy and all, but look at that 6 point pledge. Never violate someone’s trust? Respect client’s property? Ask customers if they are happy with your work? Keep your promises? Didn’t those used to be qualities we were taught as kids that were essentials? I know I’m being overly negative here, but it’s a sad state of affairs when doing a good job and respecting your customers and clients is considered remarkable.
Thought 2: What a great platform to build upon
You can do this with the 6 point pledge or just the title of “Do Something Remarkable for your Customers”. Anywhere you see the word “customer” or “client”, try replacing it with “boss” or “spouse” or “friends” or some other relationship you have maybe neglected.
The fact is we have lots of relationships in our lives. Our relationship with our clients may pay the bills for most of us, but that doesn’t mean that all our other relationships don’t deserve something “remarkable” once in a while.
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I found your blog on google and read a few of your other posts. I just added you to my Google News Reader. Keep up the good work. Look forward to reading more from you in the future.