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Learn how to work effectively with consumers.
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"A business absolutely devoted to service
will have only one worry about profits. They will be embarrassingly
large."
– Henry Ford.
Garrick is a district manager for a large supermarket chain.
As part of a new initiative, he must spend 20 percent of his working week interacting one-on-one with customers. His aim is to identify their wants and needs, help solve their problems, and show that the company cares about their concerns.
Garrick is excited about the opportunity, but his first week is a disaster. One customer is angry that the store no longer stocks her favorite brand. He tries to smooth things over, but somehow manages to make her more upset.
Another customer tells a long story about his positive experiences with the chain, but then accuses Garrick of not listening when he quickly checks his cell phone.
He only spent two days with customers, but, by the end of the week, he feels that he's done more harm than good.
Working in a public-facing role isn't always easy. If you get it right, you and your organization can benefit tremendously. But, if you get it wrong, you damage your organization's reputation – and your own.
There are many different roles that involve working with the public. For example:
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Find out moreQuelch, J. (2008) 'How CEOs Should Work With Customers,' HBR Blog Network. [Online] Available here. [Accessed June 13, 2013.]
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