Service Level has to be delivered at all contact points.

A couple of days ago, I had the pleasure of what can only be described as a marathon shopping-expedition in IKEA with my friend Donnell who is setting up new home.

Donnell came prepared with a list of thing she needed, first stop “sofas” we found the sofa – next we went to the lady at the “help point”, as we approached she was leaving and only by almost running up to her did we manage to get her attention.  The conversation was as follows:
“Excuse me we have a huge amount of furniture to buy today, we need to have it delivered – does that mean we collect it all, pay it and hand it over?”
“Yes on each piece of furniture you can see where in our self service hall you can find it”
“thank you”.

This we did through sofas (three), entertainment system storage unit (two), Office tables, shelving unit, and kitchen tables and chairs. Then at dining room furniture we hit a snag (we had to contact another help-point for the table). This is what happens now:
“Hi there, we need a dining table with this particular name, in black”
 “what size?”
“Umm not sure but we have the item number here” handing over the list Donnell had made from home.
“Ok here we go I found it – I can see you have all the item numbers written down – I can create a full list of where to find them for you.”
 And she did – fabulous we did not have to write a thing down, the list was neat and ordered so we could start in one end of the hall and fill up numerous trolleys on the way to the check- out.  

Reaching the check-out with 5 trolleys were not easy but we managed and the girl was super helpful (not at all faced by the enormous amount of furniture we had managed to stack precariously on top of each other) even when we hit a bit of an issue with the credit card (an American card to be used in Belgium for the first time) she was all smiles and
“Do not worry, I will help the next customer. Please call your bank and let me know when you are ready to pay”
Donnell calls the bank and everything gets sorted, we pay, and now for arranging the delivery.

So we have just paid (loads of customers are still paying) and go the customer help desk, only to be told “we are closed”. 
 Needless to say we were not amused!!! Another conversation goes
“But I have five trolleys full of stuff we need delivered”
“go outside there are taxi service they can deliver for you”
“no that will not do, we need you to do it for us”
“but we are closed – ok let me see…fuck”.
One of his colleagues then decides to step in and save us by arranging the delivery next week.

In the end Donnell got it as she wanted in less than an hour had she collected, paid and arranged delivery. But while I was thoroughly impressed with the list-lady and the check-out girl Donnell was very upset about the last guy’s attitude. So it just go to show that it is so important that the service levels you want your company to portray, needs to be known and followed by every single employee. I who look for good service and notice it remember the list lady and check-out girl. Donnell who does not work in the customer care industry she only remember the guy who said “fuck” to her.

Moving the Company vision from cost to profit

Why is it so difficult for companies to get the treatment of the customer right? Maybe you need to get the company vision right.


First of all most companies are seeing their Customer Service department as a cost center not profit center. I am sure I am not alone when I have been in the situation that the company launches an new customer focused initiative where “we are really going to differentiate ourselves with the great service we provide” - as long as there are no added costs. Albeit not necessarily impossible for a company to improve their customer service without added costs – if you run a somewhat mature department the low-hanging fruit are all gone and you probably need to spend some, to make it happen.

Secondly, Customer service agent is regarded an entry level job (and I am sure if you work in Customer Service, you have seen how quickly the high performers are snatched up by other departments and you have to hire and train again). Of course it is great that Customer service agents can grow and develop in the company, but would it not be wonderful if the rest of the company did see CS as a valued and important link to the customers, gave them the credit and by that actually also improved the job satisfaction of the CS agent.

That is a big part of the issue. The CS agents are not proud and happy with what they do, after being told time and time again how low their job is – I see fine people doing a great job. And they are not proud of their job!!! I believe this is one of the first things that needs to be tackled – Make sure your agents are proud of what they are doing!!!