No manager alive today would deny that customers matter. But do your words and actions tell different story? There are three critical questions every manager must use to measure their "CAE" - Customer Awareness Effectiveness!
First, in the past 48 hours (workdays), which customers did you speak with personally about your team's customer service? Second, when you asked them, "On a scale of 1 - 10, how is my team doing serving you?" - what was your average score? And third, when you asked, "What's one thing we could do to improve? What was their answer?
Don't let yourself off the hook! Call a client or customer today and ask questions 2 and 3. And then make it a habit to do it at least three times a week. You will discover what your customers/clients really value and what you need to do immediately to get better at providing it. If you do this for 90 days you will see a dramatic improvement in your customer delight and an uptick in your performance!