It’s the first day of school here. I remember with such fondness the excitement of those first days when our boys were in school. We made them stand on our front porch so we could take the annual picture and compare it to how much they grew from the last year. Here’s one of my favorite pictures of our youngest son Drew as he anticipated his start in Kindergarten. How those years flew by without us noticing . . .now our boys are both college seniors.
It seems like nothing changes when you are in the midst of living. Only when you step back, do you see how much has really changed. The same is true where we work. We often forget to consider the impact of our organization’s changes on our customers. So here are some tips to help you manage your customers through your organization’s changes:
Taken from my tips booklet: 93 Tips for Managing Change
Please check out the 42 new articles I added to my website in the pdf format. Feel free to use these articles in your organization (just give me credit please).
Make it a great week!
As a result of your work with us, we have made a steadfast commitment to make superior customer service a competitive advantage for our bank. And to date, the results of your program have been remarkable: • Customer complaint letters have declined 90%; • Customer compliment letters have increased nearly 50%; • Regulatory complaints are at an all-time low for our region. We could not have done this without you. I cannot tell you how many people have thanked our executives for bringing this program to Western Michigan. That is amazing considering that this program was “mandatory attendance” – our staff’s excitement about the program is truly a reflection of your talent and ability to hold the attention of a “captive” audience!
Fifth Third Bank
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