Do you see a change in your Supply Chain lately?
What are you doing about it?
Today, in my experience, you are fortunate to be treated well as a customer in retail or a restaurant. These “feel good” places are now the exception. I only go back to those few who offer excellent customer service and good quality.
Today, we “talk” about customer service, but really displaying genuine customer service in the supply chain is lacking. Today, people feel it is “extra work” to please the customer. “Do I really have to be pleasant to the customer all the time?” It is an exception, in my experience, to be treated well in restaurants, retail stores, and industry.
My daughter is a part-time sales associate. She has seen other sales associates simply wandering around the store aimlessly with customers needing help with merchandise or to buy the product. Sales associates call in saying that they can’t come in. The department manager is frustrated. This hurts customer service. The only person he can count on is my daughter to fill in at a moment’s notice. He brings this to top management’s attention only to find out that if they have tenure they are “untouchables” and he feels that is wrong and affects him, his department, and of course, customers and therefore, customer service in the supply chain. In the past, this kind of behavior was unacceptable. Attendance was typically 100%.
Today, we must go beyond the customer's expectations. Are you doing that?