Do Your Employees Care About Your Customers?

What does customer service look like in your business? Do your employees care about your customers are they just “doing their job”?

It is critical for your business survival and growth that your employees truly care for your customers rather than treat them like just another generic transaction.  A customer service mindset must be purposefully built and nurtured in your organization rather than being left to chance.

I recently traveled to Houston for some business meetings. When I arrived at the airport and got my rental car it was pouring rain. By the time I got onto the Southwest freeway at 5:30 PM it resembled a large parking lot and not a freeway! After fighting the traffic for about an hour, I pulled off the freeway at Lakewood and had dinner at the Café Express.

After dinner, I jumped into my rental and drove to the hotel (Sugar Land Marriott) without incident. When I arrived and popped the trunk to get my luggage, there was nothing there! Someone had broken into my car at the restaurant and stolen my luggage! Fortunately, I had my computer with me in Café Express so it never got stolen but everything else did.

How To Provide Customer Service That Wins Customers For Life

I was traveling recently on an extended business trip with stops in Los Angeles, Corpus Christi and Mexico City. I experienced some excellent customer service during this trip from National and from Marriott and some “not so good” customer service at another hotel brand.

During my stop in LA, I mistakenly left a fairly valuable piece of artwork sitting near the shuttle bus stop at National’s LAX car terminal. It was one of those absent minded moments. I was carrying a lot of “cargo” from Calgary to LA for my daughter who is going to college at the Art Institute and after I got the cargo off the shuttle onto the sidewalk, I loaded everything (except the artwork) onto a cart and headed to my rental car.