Whack-a-Mole is hilariously fun at first, yet it quickly becomes tedious and repetitive. Just imagine having to play it for a living. If you manage a customer facing team or function, that’s what you may feel you’re doing when dealing with customer service issues. You run from one problem to the next, stopping just long enough to apologize or extend a goodwill credit before dashing to the next fire.
If you’d like to stop playing customer service whack-a-mole, consider using “continuous improvement,” a management method made common by Toyota and other manufacturing companies to help identify, fix, and prevent production errors. Continuous improvement works on customer issues, too.
I recently had the opportunity to visit one of our client’s service and sales location. I particularly wanted to meet the team at this agricultural equipment dealer because of their sound performance on our survey program. After spending several hours there, I came away with several observations.
First, they have designed their processes to actually serve customers. Second, employees appeared quite engaged in what they were doing. Lastly, there was a palpable sense of pride in what they were doing. The visit provided many insights into how to deliver excellent customer service.
A manager at Foley Equipment discusses his experience and what it is like working with The Daniel Group. He also explains how the program has impacted his company and how they view and interact with their customers.
A few days ago, a client shared with me how they had improved their customer service over a period of a year. Their NPS score improved over 20 points over the 12 month period. What they did was seemingly simple but took a lot of discipline.