One of the most important things I have learned in my career is that when a customer makes a request, you do your best to take care of what they need as quickly and efficiently as possible. But what happens if their request is out of your normal scope of work?
The fundamental “SEE IT, OWN IT, SOLVE IT, DO IT” is one of my favorites because it empowers us to own a situation and resolve it to the best of our abilities. Our customers, internal and external, are the foundation of our business. Taking accountability for the situation in front of you is one of the most significant impacts you can make on our customer’s experience.
Jeff Mason is one of my best examples of someone who embraces this Fundamental. Jeff consistently demonstrates excellence in the way that he handles customer requests. He recently received a call from a customer who had submitted an eFamous (online order), that was not his assigned account, because the order had not been processed in a timely manner. Jeff took care of the customer’s immediate need and processed the order. He then contacted George Kurko to ensure the proper associates were assigned to this customer’s notification so they wouldn’t experience an unprocessed order again. He then went above and beyond and ensured the customer was properly trained on the eFamous mobile app. This example demonstrates an associate taking care of the internal and external customer simply by doing what needed to be done. Going above and beyond like this is one important way we build relationships for life. It’s great to watch so many associates across the Famous organization consistently step up to See It, Own It, Solve It, Do It!