Impeccable Customer Service Tip #494
Your front-line employees are likely operating at a level of unconscious competence. This means that while they may be doing many things well, they can’t necessarily tell you what those things are .. and this is a very dangerous place to be. If your front-line people (a.k.a., the “face” of your organization) are not conscious and aware of what they’re currently doing to positively impact the customer experience, then this favorable behavior is not predictable, repeatable, or trainable. After all, how could you possibly systemize that which remains in your blind spots?