After doing this for over 30 years with such an incredible company that focuses on spectacular customer service, I have noticed a few mistakes rookie leaders make in customer service.
Hire Too Fast
When we (anyone in customer service, not specifically Chick-fil-A) are hiring people, some people feel that they need to fill the spots as soon as possible. They do not take the time they should to thoroughly vet the applicant. At my stores, we would rather struggle a little with the right people, than struggle a lot with the wrong people. Take your time, do the work you need to get the right people and then move forward.
Don’t Educate Them Well Enough
Our job as leaders is to teach. Teaching does not mean that we show them and hope they understood it. When you go out to play football when you are young, the coach will tell you; how to stand, what to look for, and then start throwing it to you slowly. They won’t just tell you in the classroom how to catch, and then as soon as you walk outside start pelting you with footballs. Talk it thru, work with them, and allow them to grow. What does your company expect in customer service? Practice it, and master it.
They are not ready
Just because they have “done the training” does not mean they are ready. This is where leadership needs to have benchmarks. Make sure they are prepared to handle most, if not all problems. When a team member goes out to deal with a customer ill-prepared, they lose confidence, and this can lead to turnover.
Leadership Does Not Set the Example
Leadership IS the example!! They are watching every move you make. The other day I came into my store after an off-site event. I stopped in the parking lot to pick up a paper, then threw it away. A few minutes later, when I ran into one of my managers, he said: “you passed the test!” What test I asked. He said, “We were having our weekly manager meeting and saw you get out, we placed bets on if you would pick it up or not….. you did.”
Your team is ALWAYS watching. If you ever take the road of not setting the example in customer service the way you are telling your team to, it gives them an excuse not to do it as well.
Empower Your Team
Nothing makes a guest angrier than when your team cannot solve the problem. The best-known companies in the world have mastered the art of empowering the team to handle situations. Disney does it. Ritz Carlton does it, and we know they all copied us, but yes we do it at Chick-fil-A as well. Sure, give your team parameters, but put them in a situation to win. And if they need to bend the rules to keep a guest, allow them to, then figure out a better solution for next time.