I had the opportunity to travel to Israel this summer and spend a month there with my two daughters. In my twenties, I lived in Jerusalem for five year. On this visit, I was struck by the remarkable improvement in their customer service and how on many levels they meet or exceed ours. Customer service is a two way street and I had to remember to not be an annoying and demanding American and to be clear in what I was looking for.
Process vs. people. The first thing that struck me was how easy some things were to do and how hard some others were. When it was easy, I was dealing with customer service people that just took care of me and what needed to be done. When it was hard, it was because I was dealing with an entrenched system, a process that needs to be navigated. Is your business or organization process-focused or customer-focused?
Assume intelligence. Along that same line I noticed that in Israel and Europe they don’t coddle their people. They assume that you are intelligent and capable. Here in the United States we act as if people are stupid and in need of oversight and protection. Businesses that empower their people are the ones that grow. A culture of empowerment leads to a customer service culture of respect. Are you empowering your people and respecting your customers?
Profound experience. The experience of traveling abroad and especially in Israel, the epicenter of three major religions, is profound enough. Several times, I was involved in an experience that was especially friendly. The people—guides, or restaurant owners—made a connection with me that was above and beyond the job. They made these experiences memorable and more meaningful. Is your organization connecting with the people you serve and making their experience memorable? Profound?
Check in and check back. Dealing with a foreign language can be frustrating. I found many that spoke English and many that I could speak to in Hebrew. When dealing with the language barrier I had to remember to be extra careful and deal with the big picture. Many times I checked back several times to make sure we were clear. And yet mistakes still happened. We assume because we all speak English here that we are all clearly understood. Bad assumption. Are you taking the time to check in and check back for improved clarity?
Helpful and kind. Being on the road, moving from place to place, having a different home base every few nights, having a different culture and language around you can be quite disorienting. Having people that are helpful and kind can ease these challenges. In business we have the opportunity to make someone’s day and they will remember that. Are you making your day or your customer’s day?
Customer service is different all over the world. There are lessons we can learn from other countries. Remember to put the customer ahead of your procedures or you might not have a customer. Assume intelligence by empowering your team and respecting your customers. Create a profound experience that will keep them talking and bring them back. Just because we all speak English does not mean that our communications are clear. Kindness and helpfulness go a long way toward making people feel welcome and accepted.
Now go travel and enjoy the gifts of the world.
Thinking smarter…and doing it faster,
Yona