Last week I was standing in line at a store behind another customer who was having the mystifying details of her bill clarified to her by the cashier. This customer had taken advantage of a number of promotions and sales that this store was featuring, but the manner in which the savings were outlined on her receipt was extremely confusing, resulting in the requirement of a long drawn out explanation by the cashier. The apparent frustration of the cashier made it clear that this "customer teaching moment" was a regular occurrence. This extra time required for explanation to each customer slowed the checkout process to a slow crawl.
When my turn came, I empathized with the cashier after she had to decipher the secret code on my receipt to assure me that I received the appropriate savings due to me. The cashier added the comment "They have made this so confusing and I have to spend so much of my time helping customers understand this". I recommended that she speak to those that made the system about the problems you are experiencing. Her reply; "That is the problem – they think they know best and are not listening to anyone else".
Why would any organization allow a problem that is so obvious to everyone – particularly the customer, allow it to remain?
Those that are face to face with the customer in your organization hold some of the most valuable information, yet far too often never get an opportunity to share it. The reason: The leadership thinks they know best and are not listening to anyone else.
It is only arrogance that keeps leaders from seeking the suggestions and input of those that are below them. Unfortunately, this problem is epidemic in organizations today, and is one of many reasons that businesses do not achieve real and sustained success.
Customers expect their experience with your business to be simple and enjoyable.
Employees want to find fulfillment in their work.
Organizations that find a way to satisfy both of these expectations – win.
Listening to those on the front lines is a great way to accomplish this. Don't forget to ask.
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Hi Craig
ReplyDeleteLooks like you are just getting started with your blog. Congratulations, and welcome to the blogosphere. I'm enjoying reading your entries and will link to you on my site. What is clear is that you are one of those rare leaders who have engaged the courage to hear difficult news as a personal and organizational value. We can't use enough such models.
Thanks to sharing your wisdom.