The hive behaves like a miniature but incredibly successful business; they are an inspirational, ever-present reminder of the natural possibilities of organizational excellence and the Queen Bee raises the standards, promoting a positive culture with a strong leadership, knowing that each individual contributes to be part of the Hive and the higher mission of the Hive.
The culture inside of your business impacts on the customer service that is provided; it is more than just hiring the right people, it is more than just putting your employees through customer service training, it is about setting an example of customer service behavior; from the top, and pushing its way, through all employees, toward the customers. It starts with people who want to do the right thing, the Service Culture as to be a driving philosophy of your business, every decision at every level has to be taken with the customer in mind, everyone in the company will be aiming for the same end goal, customer satisfaction.
“There is only one boss – the customer. And he can fire everybody in the company from the Chairman on down, simply by spending his money somewhere else.” Sam Waltong, American Founder of Wal-Mart Stores.
Have you ever parked in a company’s car park and the spaces the closest to the door are “reserved” for Managers and Directors? I have, does that not seem a little out of place to you? if you think your customers are the driving force of your business, surely those “special” parking spaces should be for your customers…
A truly customer-oriented business means that the customer becomes central of all processes, and that it is just as important to exceed our internal customer’s expectations as our external customers.
This is where the customer focused culture begins. If your company is amazing to work for, if people love coming to work, and if there is a contagious enthusiasm because people really love how they are treated, what they do and who they are doing it for, then don’t you think the customer is going to feel it?
That is what a customer service focused culture is about.