....Not your Customers' Business

Many businesses unknowingly communicate their ineffectiveness and point their customers to their competitors when they discuss issues that are not the customers' business with the customers. Businesses deal with a lot of issues in their business environment and their ability to manage these issues either put them ahead of their competitors (competitive advantage) or point their customers to the competitors.

It is ridiculous to hear business owners shift the blame of service errors to their employees in the presence of customers; most times with the aim of saving their faces and making their employees look ineffective, they fail to realize that they are only exposing their lack of good business management practices.

While small and medium scale businesses are viable sources of growth for a nation's economy, sole proprietors must know when to employ capable hands to carry out key business roles as the business grows.
Most sole proprietors assume roles they know they are not equipped to play. No wonder many businesses fizzle out the same way they spring up.They cheapen such key business roles as human resource administrator, accountant,operations manager, social media administrator to mention a few,
and run their businesses with the mindset that things will fall into place.

Service Excellence does not just happen, it is a practice of continuous improvement of the people, process and systems of a business to not just meet customer expectations, but exceed them. The effectiveness of any workforce starts with the quality of the recruitment process.

The 'complex' human resource issues most businesses face are more often than not, outcomes of a shoddy or corrupt recruitment process. Only the best suited employees can deliver excellent service.A business' human resource issues are internal issues that should never be a customer's business. Statements like "I have done my bit, the account's department is the one delaying you", "Mr A has been working in this company for 4 years, he ought to have known what to do with the document he received" are evidences of customer dis-service caused by human resource mis-management.

Rather switch to service recovery and get the customer issue resolved with a meaningful compensation, than try to save your already battered face. After the customer is sorted, get back to the drawing board and that's where Customercentrix helps out. We help identify what the problem is and proffer solutions that help solve your human resource challenges and keep your customers satisfied.

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