‘Passion’ is a word often used in the context of customer service and customer experience: passion will drive excellence and continual improvement, and without passion it is next to impossible to deliver at a world class standard. But what does the word ‘passion’ really mean?
I would suggest it means the following: "You remain enthusiastic and committed to what you are doing whether you reach your goals or not."
So what does this mean in practice?
You stay focused and continually aim to improve no matter what setbacks come your way.
You are always looking for potential solutions to problems whether you are asked to do so by your boss or not.
You never give up or blame other people: for any barrier or problem you find ways to go over, under or around.
For your product or service:
You continually invite feedback on what it does well and what it needs to do better.
You continually look at the market and competition to see what else is happening .
You go out of your way to get close to your customer in order to find out what their needs are and how your product or service can really help themYou look for complementary products or services that can also help your customer.
For your sales approach:
You have a clear mission that focuses your attention on your customer’s needs above your own.
You look at everything through the eyes of your customer and their need for and an easy and profitable life.
You gather feedback obsessively and invest time and effort in the feedback to continually improve and grow your customer loyalty reputation and referrals.
You work on every aspect through identifying and developing all the tiny areas of improvement that will add up to a world class customer experience, and that make the huge difference to your customer up between great or poor.
I hope this short article is helpful and can be shared by to help you discuss this issue of passion and how you grow this most rare and valuable resource consistently and effectively within your organisation.
Guy is the founder and MD of ‘Sales through Service’ and ‘Investors in Feedback’, which coaches, trains, audits and accredits customer experience, reputation and referral systems for Organisations of all types in the UK and Europe. He is the Author of 3 books of the subject of Customer Experience Systems that produce continual and consistent...