“HAVE A
MAGICAL DAY!”
While I was recently at Disney World, almost every
interaction I was involved in concluded with a Disney cast
member saying “Have a Magical Day”. For some people
that may seem over the top or downright corny, but for many
travelers who are looking for a pleasant and stress-free
vacation it was a perfect reminder throughout the day to
leave everything behind and let Disney do what Disney
does best – create a magical day for you. I have to say,
there have been times since I’ve been back that I miss
people telling me to have a magical day.
I enjoy outstanding customer service. NO – I demand
outstanding customer service. And I reward outstanding
customer service with my consumer loyalty. So do many
customers in our savvy marketplace today.
The problem for most organizations is how to maintain
consistent levels of outstanding customer service.
Especially when you’re BUSY! And I mean really busy! For
most firms, this is it. Tax season is the time to
make some serious revenue.
You need to work outrageous hours to get it all done, but
you will get it all done. You and your staff. Many of you
will sacrifice (some willingly, some with bitter
resignation) any semblance of work-life balance, to
complete the amount of work required in the next month, to
get it all done.
This is unfortunate, on a personal level. And unfortunately,
many firms will also sacrifice customer service to get it
all done, which is not good for future business.
Customer service is the most important part of your
business.
It’s more important than the right process, the right
programs or equipment, or even the right talent. Without
a focus on customer service, you won’t need any of the other
things, because you’re business will erode into nothing.
“Quality in a service or product is not what you put into
it. It is what the client or customer gets out of it.”
PETER DRUCKER
Most of your clients won’t care how busy you are. Most won’t
forgive you for failing to service them in a timely and
professional manner, just because you’re too stressed,
working on too many clients, making a lot of money in the
next few weeks.
And why should they? We cannot ask that from our clients.
They want and deserve the best customer service available.
And they will go out and find it.
So you might need to slow down, and communicate together as
a team, and check to make sure that in all the craziness
happening due to tax season, that you’re not forgetting
about the most important thing – customer service.
Now go out there and help your clients ‘have a magical
day’.
Best regards,
Debra Dowdell
Debra@PowerYourPractice.com
Bus: 905-951-9773
Toll-free: 1-888-272-2735
www.poweryourpractice.com
Power Your Practice© 2007
