It was a Monday afternoon, and droves of hikers were ascending San Diego's Cowles Mountain.
It's one of the most popular hikes in town. You're rewarded with sweeping views of San Diego, the mountains, the ocean, and even Tijuana after a moderately steep 1.5 mile trek.
There are some drawbacks. The trail is dusty and worn from constant use. The beauty at the top is a little marred by the crowds. Loud conversations and even louder music can pierce the serenity. (Seriously, who brings music on a hike?!)
One peak and another 1.25 miles from Cowles stands Pyles. That's where I sat in blissful silence, soaking in the same view.
Fear was the only reason I had the entire trail to myself.
It's this same fear that causes so many customer service leaders to follow the crowd. It feels safe to do what everyone else is doing.
Their reward is getting stuck on average.
Fear Leads to Average
The American Customer Satisfaction Index currently stands at 77 on a 0-100 scale.
What does it take to be at 77? Probably a few things:
- A decent product or service
- Reasonably competent management
- A customer service operation that follows standard practices
The challenge is there's nothing distinctive about average. A 77 won't set you apart from the competition. Your company won't be able to leverage the awesome power of word of mouth marketing.
So why not do more? Why not truly be different?
The answer is fear. In my experience, executives typically make decisions about customer service based on two big fears.
The first is money. Spending money is understandably scary. It's even scarier when the return is uncertain. While there are a number of ways to calculate the financial impact of customer service, it can be difficult.
Which leads to the second fear, doing something stupid. Executives repeatedly turn to benchmarks for help making uncertain decisions. The rationale is it's harder to criticize something if everyone else is doing it.
The problem, of course, with following benchmarks is it inevitably leads to average.
How Elite Service Leaders Embrace Danger
The best customer service champions take calculated risks.
They aren't reckless. These leaders simply understand that rising above average means doing something different. The wisdom of the crowd will only take you so far.
I heard this consistent theme when I interviewed people for The Service Culture Handbook. Rather than following the crowds, elite service leaders established a clear picture of success and continuously took calculated steps to get there.
Here are just a few examples of things that customer-focused leaders do differently than the average leader:
- They constantly focus on culture, over a long period of time.
- They use data to confront tough realities, and find ways to improve.
- They take time to hire and train people the right way.
- They invest in making it easier for employees to serve.
- They develop empathy by taking time to talk directly to customers.
I imagine none of these items seem particularly revolutionary. The tough part is making all of them part of your day as a leader. The average leader merely pays lip service to these actions. The elite leader obsesses over them.
Which brings me back to my hike.
To get to Pyles, you must first hike Cowles. This means your hike will take longer. Some people are content with only going as far as the rest of the crowd, just like in service.
The trail to Pyles is well-marked. There's a sign at the top of Cowles. It's on the large trail map posted at the foot of the Cowles trail. People can see the trail but don't venture farther because they don't see other people doing it, just like in service.
Set a course. Do something you know is right and stick to it. Here are some ideas if you aren't sure where to start.
It can be scary to go it alone. It's also exhilarating.