"It is difficult to get a man to understand something when his job depends on not understanding it."
- Upton Sinclair
I read the above quote and I'm trying to understand what it means...Any thoughts?
Well, it brings to mind something I read at Platypus Jack's blog:
"Throughout business history, companies have introduced grand strategies designed to raise their levels of customer service. They soon discovered, however, that strategies were the easy part. Getting employees to buy into the strategy, to really believe in the strategy, proved more difficult. Not surprisingly, results were usually doomed to failure from the beginning."
I know that there are managers out there that are trying to make their employees understand what customer service actually is. You can't make or force someone to understand it, it just needs to happen over time.
The key to this whole thing centers in the hiring process that is used to bring employees into the business. The biggest mistake that small business owners and HR departments make is that they hire first and then try to train the new employee to fit their mold.
Training is big in the concept of an on going business and especially in customer service, but it is even more important to hire those individuals that are of a like mind with the company philosophy. This sure goes a long way to smoothing out the bumps in teaching customer service policies and ideals.
Posted by: Tim Whelan | May 29, 2006 12:58 AM | Permalink to Comment