Thoughts on “Mowing the Lawn”
Seth Godin has a Post Up discussing how all staff whose functions affect the customer experience should be involved with customer service:
Every person who does marketing, sales, product design or any other job that influences customers directly should spend at least an hour a week answering the customer service lines, using the same tools your customer service people use. Out of sight is not so good, out of mind is inexcusable.
At MyNewCompany.com we completely agree with this philosophy! We always say that “everybody works for the sales department”. All of our staff answer sales and service calls regardless of title. The only way to provide outstanding customer service is to know what your customers experience is like.
Keeping engaged with the customer experience and making your services as consistent as possible are part of the process of Automating Your Business. The Franchise Model works!!
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