Volume 5, Issue 1 - January 2004

I am in the middle of one of the worst customer service examples I could possibly imagine. The Christmas vacation that has been booked for eight people has just been cancelled, a mere three days prior to our scheduled departure. There are now four very upset children, four very angry adults, one very confused dog and a completely invisible vacation management company.

Why is it that some people are unaware of the impact their actions cause to others? Why do other people always come up with an excuse or blame for their actions, when they really can control the outcome? Why do people not take responsibility?

One of the quotes I use in my customer service program is "All Roads Lead to the Customer." It amazes me how few people in organizations are aware of this fact. What I find is that the people who deal directly with the customer are aware they are in a customer service role. Anyone who does not speak to the customer directly feels that he or she has no impact on the customer. This is not the case. Everyone in an organization has an impact on the customer, whether it is direct or indirect.

The person who processes the bills has a direct impact on the customer. The customer could be depending on that cheque to pay the mortgage. Should they decide not to process the payment, it could be an example of very poor customer service to the person expecting the cheque.

The person who answers the telephone and directs the phone calls has a major impact on customer service. If he or she makes a habit of cutting off callers or being rude, you can be sure the customer feels it, and that it will affect the business.

I once heard a story I love, and which I love to tell. When a reporter asked a man who worked for NASA what he did there, he responded: "I helped put the first man on the moon." The man being interviewed was a janitor. Did he help put a man on the moon? Yes, by ensuring that the others could do their jobs. His actions had a indirect impact on the astronauts who landed on the moon.

All roads lead to the customer. Everything you do, every action you take has an impact on someone or something. This directly or indirectly impacts the customer.

The vacation management company we are dealing with has completely forgotten this important aspect of customer service. They tell us that the house we had booked to rent has been sold. They are choosing to ignore the fact that we signed a contract with them, and not the owner. They are choosing to ignore the fact that they are responsible for ensuring good customer service; they are choosing to blame the owner. Who is responsible? The management company. It is a mistake to blame others and convince yourself that the customer will be satisfied. Take responsibility, make the customer happy, and realize that the road you take leads directly to the customer.

Rhonda Scharf (Finniss), CSP is a Certified Professional Speaker, Trainer and Author and President of ON THE RIGHT TRACK - Training & Consulting and is available to deliver customized training programs or keynote speeches at your next convention. Call her today at 1-877-213-8608 or e-mail Rhonda@on-the-right-track.com. Why not take a moment and sign up here for her complimentary quarterly newsletter.