Change what's Broken

Great advice for all of us:


Welcome to this week's business insight by Shep Hyken. This
week's insight is titled:

Brainstorm About Policies That Get In the Way

Some policies are good and others get in the way of people taking care of their customers. This is your opportunity to find out what is keeping
your people from doing a great job for your customers.

It is simple. Ask people what they perceive the rules or
policies to be that keep them from effectively doing their job.
When they tell you, you had better be listening and taking notes.

Part of your job in customer service is to know what works, what
doesn't work and what needs improvement. Most companies put
systems into place. Once there, it is assumed, by most
employees, that they will always be there. The great companies
are always looking for ways to improve. They listen to what
their employees say is working and not working.

The systems and policies we put in place need to be flexible.
Change them or eliminate them as needed.

Copyright © 2009- Shep Hyken, Shepard Presentations

Shep Hyken, CSP is a professional speaker and author who works
with organizations who want to build loyal relationships with
their customers and employees. For more information on Shep's
speaking programs, books and tapes contact (314)692-2200 or
shep@hyken.com. (www.hyken.com)

Shepard Presentations, LLC
711 Old Ballas Road, Suite 215
St. Louis, MO 63141

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