The Contented Cow Blog

Building Workplaces That Work

Business Week Magazine has just released its 2nd annual ranking of “The Customer Service Champs”, heralding 25 firms which, amidst an otherwise pretty dismal scene on the service front, are doing the best job for customers. Representing a diverse cross section of American industry, including hotels, retailers, airlines (yep), banks, quick-service restaurants, and insurers, the Business Week list includes rankings for both “process” and “people.” In other words, high tech or high touch alone won’t get it. Some observations:

1. Once again, it is impeccably clear that those organizations with a reputation for having a focused, engaged, capably led workforce (e.g., USAA, L.L. Bean, Marriott, Edward Jones, Enterprise Rent-a-Car, Chick-fil-A) stand a much better chance of garnering kudos for delivering higher quality service. A visit to their annual reports suggests that ink from Business Week isn’t all they’re getting out of the deal.

2. These folks are serious as a heart attack about improving (as opposed to maintaining) service. The article details efforts made by USAA to improve software and launch mobile Web service to make it easier for its highly mobile and often forward deployed military customers to do business with them. Starbucks is also taking some serious measures. At 5:30PM (local) this evening, all 7100 U.S. Starbucks stores will stand down, as in close the doors for three hours so that every Starbucks partner (including those who are scheduled off for the day) can get the benefit of “Espresso Excellence Training.” Hint: 9PM this evening would be a real good time to get yourself a latte.

3. Some organizations are starting to use their heads, along with some real cash and creativity to recognize and reward workers who go the Extra Mile for customers. Fairmont Hotels & Resorts has modified its rewards program so that customer service stars actually get something they really want, like help buying an automobile, a trip to places they want to go, and the like. Said, Fairmont’s SVP of HR, Carolyn Clark, “Our guests do not want service that’s cookie-cutter. Just as we’re trying to deliver individualized, personalized experiences for guests, we wanted to introduce a customized, personalized reward program for employees, too.” Yippee!

I decided a while back that life is too short and too precious to waste it by spending time being aggravated over preventable customer service snafus. For that reason, there is an ever growing list of companies (airlines, banks, restaurants, and the like) with whom I will not, under any circumstances, do business. Rather, I strongly prefer to give my business to folks like those mentioned on the Business Week list. It feels better, turns out better, and I’ll probably live longer. You may want to try it.

A thought leader in the areas of leadership and employee engagement, Bill Catlette is a seminar leader, keynote speaker, and executive coach. He helps individuals and organizations improve business outcomes by having a focused, motivated, capably led workforce. For more information about Bill, his partner Richard, and their work, please visit their website at www.contentedcows.com

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