Focus on Internal Customers To Build Relationships
I was watching Marie Forleo‘s latest Marie TV episode, “Four Customer Service Secrets to Help Your Business Take Off“, and not only does she provide a great story of a recent experience when she received great customer service, it struck me that these lessons should also be applied to how we deal with our internal customers: our coworkers, employees, managers, and team members – basically everyone we work with
The four customer service secrets were:
- Create an A+ experience immediately.
- Use your customer’s language.
- Details matter so go the extra mile.
- Have your customer’s back.
As Marie stated, “all of these lessons illustrate values of respect, caring, and creativity.” No matter what we do, we’re in the business of customer service. Though most of what we learn about customer service speaks to external customers, we need to remember to focus on our internal customers too.
Consider how you can apply these lessons to your internal customer service skills:
Create an A+ experience immediately.
We hear about managers who claim to have an “open door policy”, meaning they’re always available to their employees. Unfortunately, when they don’t walk the talk, what they’re really doing is fostering an environment that doesn’t reward sharing, discussion, or feedback. As Andy Stanley so aptly put it, “leaders who don’t listen will eventually be surrounded by people who have nothing to say.”
Focus on the little things to build trust and foster an environment where people feel free to approach each other, and share ideas. Listen, actively. Give time and space to share ideas without repercussion.
Use your customer’s language.
Understanding that other people don’t work like we do is a key component of Emotional Intelligence. Are you working with someone who is more analytical? Use facts and data. Are you working with someone who is more social? Use stories and be more animated. Understanding who you’re working with can help you bridge the gap in communication.
Details matter so go the extra mile.
When you’re working with employees, do you notice what is on their desk? Do they have pictures of family, or do they have a whiteboard with ideas? Do they have inspirational posters or trackers on the wall? Noticing the little things can help you understand the other person, and create connections. Asking about these things can also help build relationships.
Have your customer’s back.
We can’t throw each other under the bus. This means showing up. It means owning our mistakes and learning from them. It means celebrating achievements and giving credit where it is due. As Brené Brown wrote in Dare to Lead,
“daring leadership strategies that promote…belonging include recognizing achievement; validating contribution; developing a system that includes power with, power to, and power within; and knowing your value.”
We’ve learned that the Golden Rule is to treat others as you want to be treated. But in customer service, it isn’t about us. It’s about the customer. When it comes to the customer, the Platinum Rule is more applicable: treat others the way THEY want to be treated.
Considering this, think about the type of customer experience you want to receive, and turn that around. What kind of customer experience do you want to provide? How do you want your coworkers, employees, managers, and team members to interact with you? It starts with your interactions with them.
