"That is stupid focus" - a management lesson
Recently I talked about customer service. I also wrote about customer recognition as the next level.
So what about the opposite side of the customer experience? Recently, I happen to be at an establishment where a manager thought that customer service was customer harassment. It blew my mind.
This manager questioned the validity of the guests right to be there. When the proof was presented he backed off but then questioned the display of it. On another day instead of remembering the customer he proceeded to question them again.
This is what I call stupid focus. When you do not recognize the customer and create such a stressful experience that the customer chooses not to do business with you. Instead of focusing on making the experience positive his only focus was on rigid rules.
Today's question is:
"How do you prevent stupid focus?"
Recently I talked about customer service. I also wrote about customer recognition as the next level.
So what about the opposite side of the customer experience? Recently, I happen to be at an establishment where a manager thought that customer service was customer harassment. It blew my mind.
This manager questioned the validity of the guests right to be there. When the proof was presented he backed off but then questioned the display of it. On another day instead of remembering the customer he proceeded to question them again.
This is what I call stupid focus. When you do not recognize the customer and create such a stressful experience that the customer chooses not to do business with you. Instead of focusing on making the experience positive his only focus was on rigid rules.
Today's question is:
"How do you prevent stupid focus?"
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