Customer Service Blog

They’re Everyone’s Customer

Ignoring customersA client of mine, a senior manager of a mid-sized company, explained to me, “Many employees are fixated on their own jobs and not focused enough on the customer.” As an example he shared, “A customer may walk from the equipment yard to the showroom, to the repair shop; passing within eyeshot of a dozen employees. If they aren’t directly in sales for that specific area, they seem to believe it’s not their job to talk to that customer or offer to help.” Later, in my seminar for all staff, we talked about when customers defect because they feel ignored, how it impacts everyone’s job security. The lesson is there’s no room for anyone adopting the attitude of, “It’s not my customer.” Or, “It’s not my problem if another department drops the ball.” Instead, people who phone-in or visit are everyone’s customer.

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