Friday, May 16, 2014

Janet Ford Talks "Customer Service on the Inside"

Thank you, Janet, for this insightful and oft overlooked aspect of customer service!
Who Are Your Internal Customers?
 Looking around, every person who works for or supports the same organization as you do is your internal customer.  Yes, that includes the janitor, the technician and others you don’t directly work with on a routine basis.  
Why are they as important as the external customer?
This question can be answered through a few questions you can ask yourself:
·        What would happen if I showed up to work and the exterior door didn’t open?
·        How would I respond if the rest rooms were out of paper towels, or soap, or tissue?
·        Who would I turn to if my computer equipment was inoperative?
·        Where would I get information about taking time off work for an emergency?
·        Who would I seek out if my check wasn’t in the bank on payday?
·        Where would I go to get clarification on a procedure?
Bottom line – If the internal customers aren’t properly taken care of, the external customers won’t be either.
What can you do to make a difference?
Glad you asked!  Here are a few of the many things one can do to make a difference for the internal customer; your peer, employees, supervisor, manager
·        Have a desire to serve others by focusing on their needs more than yours
·        Ask how you can be of assistance to someone else; be ready to help
·        Talk, talk and talk! Find commonalities and start conversations to build relationships 
·        Work to use or implement the ideas or suggestions of others 
·        Be honest at your own expense
·        Do what you say you’re going to do
·        Always get back to a person regardless of the answer
·        Have fun together

One of the deep secrets of life is that all that is really worth doing
is what we do for others. Lewis Carol

A management professional for over 20 years, Ms. Ford has acquired knowledge and skills that have greatly enhanced her ability to know and understand employees, utilize their strengths and assist them in improving their identified weaknesses. Working through others and allowing them to effectively utilize their talents creates synergy and positive team results. A graduate of University of Louisville with a degree in Management, she later received a Masters Degree in Business Administration from Columbia College and a Lean Six Sigma Master Black Belt. Ms. Ford has received numerous recognitions throughout her career for contributions made in the success of others. She attributes her success as a professional leader to her ability to see beyond the external, identify and connect with the internal and release the abilities within. Ms. Ford believes that true accomplishment rests in the success of those around you.

Effective leadership is servanthood at its finest. People want to matter, they want to be appreciated, and they want to know someone cares”. ~Janet A. Ford
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