Are your customers happy?

I am in the middle of a nightmare with Sears over a clothes washer. I purchased it and paid for them to deliver it, as usual. Monday was the 3rd day that they have no-showed for a scheduled delivery; and now they are saying that they cannot even find the washer. I have wasted more than 10 hours on this washer. How do you lose a washer? I am exhausted. 

Instead of telling you to boycott Sears, I am going to ask you...Are your customers happy?

Do you know what those who answer the phones for you are saying to your customers? Are they knowledgeable? Are they trained and happy to serve?

Do you know if your processes work and support your staff during customer interactions? Do your employees have access to real data so they can tell your customers what will happen or has happened?

The bigger the organization, the farther away leaders get from the front line and interaction with customers. This can be a critical gap when it comes to long term relationships with customers and repeat business.  Often times, we don't find out about breakdowns in service until it is too late.

The head of Sears has no idea (yet) that their call center representatives told me at least 6 times that they could see in their system that my washer was on it's way. Nor does he know that my washer never made it to the warehouse or on a delivery truck.  Unless he actually reads the letter I am sending him, he never will know about the horrific breakdown in accountability among his employees and the poor service I received. I am curious to see how or if he will respond.

I encourage to look at your business model. Are you plugged into the front line? Have you asked someone on the front line how that policy (that you created) is working? Have you visited in person with your customers?  Consider taking the time to conduct your own version of "Undercover Boss" and watch your organization work.  You'll find some great people and great work, as well as some out of date systems, poorly thought out policies, and poorly trained employees.

Strong leaders will view this as an opportunity to learn more about their business and improve upon their systems. Strong leaders are willing to accept that they might be part of the problem, and include the people actually doing the job or using the system in the improvement process. Poor leaders will avoid the moment of vulnerability and negative feedback, and continue to move forward with their own ideas. Poor leaders believe they know everything they need to know about the business. Which one are you?

Take Control. Simplify. Make it Happen.