Have you ever been in a situation where you are the customer and have an issue with your order? You gather the details, take it to the proper person, and explain what is going on so they can help you. Everything that needs to happen to make this situation right is dependent upon the person you’re talking to. How would you want them to react? Do you want them to move slowly, or solve the problem with accuracy and speed? Whether this is the 10th issue that day or the first, you feel your issue is most important and requires immediate attention.
Each of our customers deserves us to work with the same sense of urgency that we would expect if our roles were reversed. To our customers, their orders, questions, and/or issues are the most important ones and we must treat them that way. The more we practice this fundamental, the more our customers will come back to us because of how important we handled their situation. This is crucial when forming relationships with our customers. It shows that we are willing to treat their emergencies as our own emergencies.
When practicing this fundamental, don’t forget about our internal customers as well. Our co-workers deserve this same level of urgency. Laura Burgess is a perfect example of someone who embodies this fundamental. She responds to every request and follows up to make sure everything gets taken care of. This is all done with speed, accuracy, and friendliness every single time.
Order Management Lead