Who's great service is it?

Is your service bad? It was at last week’s hotel and airline flight and Hertz counter and at Best Buy. So why not yours? It’s a daily battle just to keep it “good” let alone striving for our daily “World-Class Customer Service” goal.
But before we dig into why, blame the process, the CRM or the budget- let’s look at the primary location for great service. That is, the front line staff. Are they empowered to make decisions? Are they well trained? Do they know who the top customers are and, are they able to do something extra for them?If service sucks, then it’s leadership that sucks. No two ways about it…you can’t blame the teenager for the dirty McDonalds bathroom- you blame the restaurant manager. I don’t blame the Hilton hotel counter staff- I blame the Sr. Management who thinks it’s a great idea to let a Gold member be treated like Jed Clampet. Wake up!