Keep Customer Focus First and Maintain Integrity

Keep Customer Focus first and Maintain Integrity

I seldom meet a leader who doesn't speak eloquently about his company's commitment to customer focus and service. Yet, poor customer service often appears to be the norm with plenty of personal stories to go around. Many companies can't even describe how they intend to deliver excellent customer focus, but most do have procedures to address customer issues.in other words, to correct poor service after the fact.

How Customer Focus is Created

Customer focus is not magic. It comes from implementing just a few practices carefully and consistently. First, build your business model around what your customer wants, not around what is most convenient for your own business. Second, set customer expectations carefully and then meet or exceed them. Third, communicate frequently, candidly and honestly. Fourth, remember that quality is built in through good work processes and keen attention to the details. So, build your business processes with attention to the details. Finally, treat customers with integrity. Make firm commitments and honor them. If you are unable to meet a commitment, be sure the customer is informed immediately; not after the fact.

Some companies have built an organization and culture that is legendary in its customer focus and its ability to deliver extraordinary customer service. Ritz-Carlton is such an example. But you don't have to be a large or famous company to deliver truly distinctive customer focus. There are outstanding examples all around us.

A Local Example

Many local companies have gotten customer focus right, and describing one certainly does not preclude others. At the same time, specific examples help us understand how customer focus is achieved. The following is an example of a company that has designed itself around its customers.

Building a new home can be a daunting experience for many homeowners. This is especially true for a custom home or one built with many design changes....