Be prepared; that’s their motto.
Be prepared with a rope when you’re hiking, or with a first aid kit and canteen when out in the woods. That’s the stuff they taught us when I was a scout many years ago. But their motto really stands for “always in a state of readiness in mind and body to do your DUTY”.
We customer service leaders can learn from the Scout’s motto. Here’s how…
We must be prepared:
- For our customer to ask something of us we don’t normally do.
- For a rush of unexpected business, the very same day we cut back on staff to save a few payroll dollars.
- To forgo our mandated policies to satisfy a good customer.
- To uphold our service standards no matter who is working this day
- To have all our reports done a day ahead of the requested deadline
- To be humble, because there is always someone better and more prepared than we are
- To explain our product or service in the simplest terms so all potential customers can see why they need it
- To anticipate what your customer may need before they even realize it themselves
- To teach/train others so they can carry on our good work in our absence
- To have the uncomfortable conversation(s) until it’s no longer uncomfortable
- To challenge the status quo
- Say “please” and “thank you” more
- To remind our employees how important they are to the success of the business
- To inspire others by our own actions
- For our customers to hate the very same product we expected them to love
- For the dreamers on our team to constantly ask “Why can’t we?”
- To laugh, smile, and be silly, just because
- To have a business plan that accounts for the unknown
- To brush-off the nasty comments that were just hurled your way by an upset customer
- For our employees to not have the same level of commitment as we do
- To be generous and always give a little bit more
- To forgive an employee for an honest mistake
- For change, because it’s always coming
- To lose a customer to the competition
- To not try to be everything to everyone but instead focus on what you do best
- For those with low self-esteem and try to help them raise it
- To show customers your gratitude
- To be impressed by the selfless actions of the employee you least expected it from
- To add value to everything you do
- To listen to your customers without interrupting
- To let a great employee seek other opportunities and not try to hold them back
- To fail because everyone fails at one time or another
- To succeed and find ways to help others succeed too.
If you want to improve YOUR service, you sure can learn a lot from the Boy Scouts. They got it right. They’re prepared for the unforeseen situations that arise in their world and we should do the same in ours. Business is not all “wine and roses” and mistakes and the unexpected does happen. Are you prepared?
Question: Do you see the value in these steps and believe they will improve your business and the overall service mindset of your team? I hope so. Which ones do you feel are best?