You can witness massive displays of a lack of leadership every time you try to obtain answers from the so-called Customer Service Departments at organisations like broadband suppliers, utility companies and retail banks. For these types of organisations customers always appear to be nothing more than an annoying irrelevance.
This total lack of concern and respect for existing customers causes them to have to spend massive amounts of money in efforts to win new customers to replace those they have so carelessly and needlessly lost.
Great leaders understand that people love to be loved. We all want good customer service – even those who give appalling service themselves. Even those who work in call centres want good customer service. Yet the leadership in many Customer Service departments is so poor that their departments fail to deliver.
The problems would appear to be fourfold:
1. Organisations have a history (an ingrained habit) of poor customer service.
2. They are too stupid to recognise that it costs more to recruit a new customer than to hang on to an existing customer and so they fail to allocate sufficient resources to providing excellent customer service.
3. The leadership does not adequately value those with the difficult job of interfacing with customers.
4. The leadership does not devote sufficient thought and resources to understanding and valuing the wants, needs and desires of their customers.
With great leaders the customer is king! They solve the four problems outlined above and make sure their customers are treated with respect.