The last post for this week's feature, "Customer Service: How Can it Improve?"
This writing is from Dave at Wiz Speak. Please leave your comments below!
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The Voluptuous Princess
The voluptuous princess’ most feared enemy was the evil
demons. The demons terrorized in all
shapes and sizes. Stealth was their key,
for if you had seen them coming, escape was impossible and death assured. The princess’ safety was entrusted to the
knights of the service roundtable. The brave warriors used steel and cunning to
slay the demons. They were challenged
daily but their skill and love of the princess kept the demons from over
running the castle.
“Good morning Mrs. Jones! This is Jim from Kent Heating and Air Conditioning, Bob our service
technician will be at your home in ten minutes. Please make sure to let Bob know if you have any areas in your home that
never seem to heat or cool correctly. He’ll
be glad to take a look for you.” The
demons were in retreat.
At Kent Heating and Air Conditioning there was no doubt who
was who. The princess was always the
customer and the knights were always the employees. And although the demons came in all shapes
and sizes, the very nastiest of all was called lack of follow up. If lack of follow up even got close to the
princess she’d vanish in thin air.
The largest broadsword in Kent’s
artillery was communication. When communication
was deployed effectively, lack of follow up
could not advance. But lack of follow up was cunning. It never used a direct frontal route for assault. It would nip away at the weak spots and when
attention was elsewhere it would overtake an employee.
It was the keeper-of-the-castle’s job to maintain vigilance
and ultimately protect the princess. At Kent,
Jim’s boss Larry, along with sage advice from Collins, the great wizard of Boulder,
perfected his duties to an art. Larry
believed that in order to hone communication
within the company and vaporize lack
of follow up, he needed to make sure his knights were well fed, trained and
cared for. The following are a few
questions he asked (and continuously asks) his knights in order to craft an
internal manifesto:
- Do you know what is expected of you at Kent?
- Do you have the materials and equipment you need to do your work correctly?
- At Kent, do you have the opportunity to do what you do best everyday?
- In the last seven days, have you received recognition or praise for doing well at work?
- Does your supervisor, or someone here at Kent, seem to care about you as a person?
- Is there someone at Kent who encourages your development?
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