You Already Have A Customer Culture (And It May Be Killing Your Business)

Whether or not it was deliberate, your company has already developed a customer culture. Although there are many times, as a customer culture and service culture consultant, that I wish I could begin my work on a completely blank slate, that’s just not the reality at any existing company. If yours is a company where employees wander in about 9:04, although your sign says you open at nine, you have a customer culture. If yours is a company where the founder can be heard kvetching about customers “always trying to take advantage,” you have a customer culture. If yours is a company where longtime employees are quick to tell the new hires, “this place stinks; never mind what our marketing claims,” you have a customer culture. If yours is a company where senior employees discourage new hires from going the extra mile (or even the extra inch) in service of a customer, you have a customer culture. If yours is a company where employees apply their creativity to finding ways to tell a customer “no,” or “not my department,” or “I can’t help you ‘til next week,” rather than “yes,” you have a customer culture. Read more at Forbes.