"Rule No. 1: Use your own good judgment in all situations. There will be no additional rules."
--Bruce, Jim and John Nordstrom,
co-presidents of Nordstrom department store, in the employee handbook
When you go back to work tomorrow and face the myriad of customers that come and go, think about this quote - especially when you are faced with a tough situation. Turn the tables and think about what you would want if you were standing in that customer's shoes. Maybe you'll have to make a decision that goes against "policy". What do you do?
Think about it...If you have to reach the point where you have to explain to your boss why you did what you did - and most of the time you won't have to - let him/her know that it was in the best interest of the business relationship with the customer and that you went with your gut instinct. Most bosses will come to realize that you were right...even though they may not tell you because their ego is in the way ;)
Could there be a better rule for customer service? If you have a learning organization, where the managers are dedicated to learning and growing, and empowering and equipping their employees with the knowledge and tools to make the right decision, this is a no brainer! If not, then rule #1 from top management should be this:
Train your employees to make the right decisions.
You could then list this rule as rule #2 once rule #1 is mastered.
Posted by: Phil Gerbyshak | September 3, 2007 8:58 PM | Permalink to Comment