Ever heard someone on your team treat a customer badly? Ever wondered what made them think it would be ok to act like that? Take a moment to think about how you the leader treat and value customers. Are you happy to hear from a customer or do you treat them like an annoyance to your day? If you have ever dodged a customer call and told someone else to tell them you are not available, then your team will think that is an acceptable way to handle customers. The attitude that you project when talking and interacting with your customers will rub off on those you lead. If you realize that you are in business to serve your customers, and frankly without them you are not going to be in business for long, then you will make sure to treat them well and provide them with top notch service.
If something does goes wrong for a customer never call out a member of your staff to the customer. Always absorb the blame while focusing on how to resolve the situation rather than make excuses. If you put blame on employees it damages their ability to service that customer account and they also may lose respect for you in the process.
Remember to always treat your customers with respect which includes when they are not around. It serves no purpose to bad mouth your customers with your staff. It creates a negative environment and potentially leads to the mistreatment of that customer. Be positive when it comes to customers and your interaction with them and promote that mind-set on your team.
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