NxtGen Nexus: The Importance of Customer Service “Employees follow people, not companies. Are you investing in leaders, and are your leaders leading?” comments Manufacturing and Supply Chain Expert Lisa Anderson, MBA, CSCP, CLTD, President of LMA Consulting Group Inc.
We are in a time period that will prove more important than almost any other because more companies will surge past the competition during these turbulent times, propelling them forward for years to come. Executives will have a choice – push the pedal to the floor and achieve success or be tentative and pull on the parking brake and slowly retreat and decline. One way to stand out from the crowd and push the pedal to the floor is to create a customer service edge. Undoubtedly, with the immense and widespread service failures, it is a unique opportunity to shine.
For example, on several recent trips, there were delays, shortages, and complications. Specifically, my first flight and connecting flight were both delayed with the first arriving 15 minutes after the connection was scheduled to leave the gate. Of course, there were lines everywhere, and if you call the airline, they have an automated person say they will return your call in 4 hours – long after flights can be resolved. Of course, travelers are frustrated. It’s no wonder as I paid twice what I’d typically pay for the delayed flights. I found a replacement flight for my connection on another airline on my own, and 10 minutes after purchasing it, I received an alert that it was delayed by an hour. Oh my goodness!