I keep coming back to this one idea: if we are to be a truly global consulting company supporting the best brands in their customer experience journey, we need to provide a level of service and quality that is unequaled in the industry. The Tahzoo experience should be a fair exchange of value delivered in a frictionless manner.
I recognize that for Tahzoo (and most companies), we will fall short of our ideals from time to time. We will fail to meet expectations or provide a deliverable that just isn’t up to the Tahzoo standard. The Delivery Lead will have the primary accountability to resolve any issues to the client’s satisfaction. Having made that clear, it’s everyone’s responsibility to delight and exceed client expectations.
Service recovery … It’s how you handle problems, issues or concerns that matter. Most reputations for great customer service are built on how the company recovers or addresses a misstep or failure in execution. Companies like Nordstrom and Zappos are well known for how they empower their staff to fix issues. Even at Microsoft (not often considered a customer-focused organization) had “Make it Right Funds,” which was a reserve budget for remediating software implementation challenges.
To be great at anything, it takes hard work over an extended period of time. One of the Tahzoo core values is that we hire Smart and Happy people. Every consulting company should and can be measured as a collection of internal and external relationships (this is one reason why we survey all of you so often, ask that you rate your week and your experience with your peers). I often say that you could easily make a determination about the long-term financial success of our company based on this measurement. It’s easier to build great relationships with happy people, teams work better when we they are happy and I would much rather spend my time talking with someone who had a smile in their voice than the alternative.
I remember one misstep at one of our Clients. The customer’s expectation and our deliverable did not match up. These things happen from time to time, but what I really appreciated about how our team responded was that they engaged the customer. There was no recrimination or blaming of the client for not understanding, just an earnest effort to seek to understand the concern, express our apologies for not meeting their expectations and a commitment to resolve the issue to the client’s satisfaction. I was proud of how the team handled this today and I reminded them that the goal isn’t to avoid having problems it’s to make sure that when we do, we go above and beyond to make the client happy.
Keep all of this in mind when hiring and collaborating and when you’re taking care of clients. It always pays to go the extra mile to make a difference for a client. You are empowered to do the right thing by our customers.
— Brad Heidemann (@Brad_Heidemann) June 23, 2016