This post is the first in a series over the next 10 weeks that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe you will have encountered one or more of these obstacles in your own business? The first obstacle is apathy.
Apathy takes many forms, including: neglect, indifference, and unresponsiveness.
I took the photo to the right at a small strip center in my neighborhood. The center contains a nail salon and a dry cleaner. Both businesses will succeed or fail based on their ability to improve the appearance of their customers—whether nails or attire. Yet neither business seems interested in improving the appearance of their stores’ exterior.
Now some will say, “If I’m the tenant, it’s not my responsibility. Certainly building maintenance, landscaping, and snow removal are included in the lease.”
“It’s not my responsibility?” That’s just another way of saying, “It’s not my job.”
This sentiment plagues customer service everywhere. I’m confident most of us have heard an employee say, “It’s not my job” or “It’s not my department” in response to our questions or concerns.
While I haven’t read their leases, I have formed an impression about both businesses—and it isn’t positive. Why should I have confidence that the dry cleaner will pay careful attention to detail with my garments when it so egregiously neglects the appearance of its storefront?
The opposite of apathy is initiative. And initiative simply requires a choice. Many service providers choose the well-worn path of least resistance. This results in predictable, routine, and indifferent customer service.
But exceptional service providers make the conscious choice daily to accept personal responsibility, take initiative, and make positive lasting impressions on their customers—even if that means doing something that’s “not my job” like, say, pulling weeds.
