The Customer Service Survey
Aren't We All Average?
Fri - March 31, 2006 03:36 PM in
Like most folks, I have a healthy ego when it comes to things I'd like to believe I do well. Playing off Peter's comments earlier this week about all of us believing we are above average drivers; in my case, I'm usually confident in my writing skill, at least as it relates to marketing issues. So when as a budding CEO years ago I had hired a strong willed lady to be my VP, it was difficult when she would tell me that what I'd written, whether a sales letter, brochure or presentation, wasn't good enough. (Yes her words were considerably more colorful and blunt. Use your imagination.)
It was hard to accept that belief in my own brilliance wasn't shared, and that in truth I wasn't even up to "average." So to salvage my ego, I eventually realized that regardless of how good I thought I'd done, if she didn't "get" the point I was trying to make; then I needed a re-write.
I bring it up because I'm chipping at the edges of a profound business thought as it relates to customer care, and specifically the design of self-service technology, to wit: That a key to personal as well as business growth is humility. Regardless of how you might be dazzled by your own brilliance, if the customer can't use your design; if it fails to delight, then swallow your pride and do what it takes.
If you can honestly say that the more experience you develop, the less you know, maybe THAT is a sign that you've really become good at something.
Posted by Rick Rappe
I bring it up because I'm chipping at the edges of a profound business thought as it relates to customer care, and specifically the design of self-service technology, to wit: That a key to personal as well as business growth is humility. Regardless of how you might be dazzled by your own brilliance, if the customer can't use your design; if it fails to delight, then swallow your pride and do what it takes.
If you can honestly say that the more experience you develop, the less you know, maybe THAT is a sign that you've really become good at something.
Posted by Rick Rappe
Posted at 03:36 PM | | | | |