My name is Doug Fowler and I am the new Chief Operating Officer at The Daniel Group. I am honored to join a company with such an uncommonly high level of commitment to serving both its clients and employees. I hope that my passion for serving customers and teammates and my experience in a variety of management roles in B2B services will help me make a positive contribution to The Daniel Group’s continued growth and success.
In my blog post last week I discussed a book I have been reading entitled A Cooperative Species: Human Reciprocity and its Evolution and an article from the McKinsey Quarterly entitled “Givers Take All: The Hidden Dimension of Corporate Culture.” Both the book and the article discuss a related subject that not all humans are wired to be competitive and, in fact, cooperation may be the better descriptor of human nature. The book, in particular, as well as the article somewhat suggest that cooperating with one another (reciprocity) and helping out others have been critical to our survival.
I have recently begun reading a book and have just completed an article that both dealt with the same subject, the innate helpfulness that seems to be in most humans. This may seem strange given what we see on the news and read in the popular press. In my opinion, this has implications for changing your company’s culture and improving a variety of business outcomes, most especially your company’s customer service.
We have written in some earlier blogs about what we are learning about the importance of the individual when delivering great customer service (thedanielgroup.com/blog/). Our research shows that customers who call out an employee or group of people for doing a “Good Job” during a service experience rate their experiences much more positively than those who do not.
Front-line personnel are the face and customer touch point for many companies. The interaction between the frontline employees and the customers can significantly impact the business relationship. We have all heard the saying, “first impressions are lasting impressions” and, unfortunately, all future interactions are judged by that first impression.