THE CHRISTIAN WORK ETHIC NEWSLETTER
These words have become a cliche' often quoted within the context of customer service by employees and in seminars and books. I am afraid that in most organizations, this basic principle of quality service is not a reality.
For this reason, it is refreshing to see those who REALLY do it RIGHT which means ZERO defects!
Within the last few weeks, important steps have been taken to increase security at my private residence. This included the addition of lighting which reflects on the outside walls of my home.
This work was performed by two employees of King Electric which is located in Burlington, North Carolina. When coming into contact with these workers, my first observation was the positive, professional attitude which they displayed. Because the world in which I live is so dark, they lit up my day before they lit up my home!
Since they were already at work when I arrived at my residence, they took the time to show and explain what had already been done and it matched my initial requirements. That is what is meant by DO THE JOB RIGHT THE FIRST TIME!
The new lighting effect is magnificent! However, I later noted one area which I had not accounted for in my original discussions with this business. I contacted them on a Monday morning before leaving the residence. Later that evening when I returned and the lights came on, I discovered that King Electric had already returned and installed an additional light that same day! WOW!
This kind of prompt action was NOT expected. But, you must understand that King Electric is one of those businesses which not only meets the expectations of its customers, it also is willing to go beyond the call of duty and offer VALUE ADDED SERVICE!
Forty eight hours later, I ran into some more value added service. I received a box of delicious home made cookies compliments of PELLA Window Company in Greensboro. This was their way of saying THANK YOU for having them remove and replace all windows in my home with their quality Pella brand.
As I look at these beautiful windows, I will remember their kindness! And, when I look at the attractive way that security lighting has been installed at my residence, I will always remember that King Electric not only lit up my home but added light to my world by knowing that someone cares about the customer!
My friend, you don't have to move a mountain to provide quality service to your customers. Sometimes, a delicious cookie or surprising the customer by doing the job early is all that is required for the customer to remember you!
And, if you do it right AND provide me and other customers with a little extra, we will remember Y O U and will recommend you to others!
Oh, if American businesses could only understand this truth how much MORE business would be generated in this wonderful country!
It was Jesus Christ who gave us the greatest lesson on customer service when he said, "I have come to serve not to be served"! What better place to PRACTICE this truth than on the job because every worker has customers!
If King Electric and Pella Windows can do it, so can you! Remember, actions DO speak louder than words!
For more information on quality service in the workplace, read my book A Worker Need Not Be Ashamed.
Very truly yours,
Jim Hogsett, President/Founder; Worker Ministries and Writer for Guideposts Magazine