Glen Rock, NJ (PRWEB) July 23, 2005
Every business leader knows the huge role customer service plays in their company. But did you know that losing just one hundred dollars a day due to bad customer service could result in an annual loss of $36,000? To a large company this may not seem like a lot, but it could be the difference between retaining a vital employee and asking them to leave due to budget cuts. Not to mention all the money lost due to prospects who refuse to do business with your company as a result of hearing about your poor service.
According to The Research Institute of America, the average unhappy customer will share the details of their unpleasant experience with at least nine other potential customers. Additionally, ninety percent of customers who are dissatisfied with the service they receive will not patronize the business again.
When examining the cause of your customer service woes, donÂt neglect your technology. ÂItÂs easy to be seduced by the latest and greatest technology; however it may not be a fit with your customersÂ needs or your organizationÂs capability to effectively deliver the level of service you promise,Â says author Pamela S. Harper. ÂFor example, IÂve spoken with people who are livid about being stuck in automated systems without being able to easily reach a service representative when they need to discuss a problem. This is just one way that even the most sophisticated companies can develop a reputation for poor service.Â
In her book, Preventing Strategic GridlockÂ®: Leading Over, Under, & Around Organizational Jams to Achieve High Performance Results (Cameo Publications, $19.95, ISBN 0-9715739-4-8), Harper shows business leaders how to avoid the hidden roadblocks that could lead to strategic gridlock, resulting in poor customer service. As Harper explains, business leaders can prevent strategic gridlock when they fully consider all six of the guidelines and principles of organizational reality, which are represented by the acronym U.N.L.O.C.K.Â® That is, business leaders need to Understand the full challenge, Negotiate buy-in of key stakeholders, Locate cultural advancers and blockers, Organize relevant goals, priorities, and action plans, Communicate credibly, and Keep adjusting.
Pamela S. Harper is an internationally known speaker, author, and the founder and president of Business Advancement, Inc. Since 1991, BAI has helped leaders transform their business strategies into high performance results. PamÂs approach is based on 20 years experience as an internal and external consultant to leaders of entrepreneurial, mid-sized, and Fortune 500 companies
For more information or a review copy of Preventing Strategic GridlockÂ®: Leading Over, Under & Around Organizational Jams to Achieve High Performance Results please contact Kimberly King at 866-372-2636 or send an email to Kimberly@cameopublications.com.