Almost everywhere, company after company (regardless of industry) keeps claiming:

• “We provide the best customer service”
• “We are committed to your complete satisfaction”
• “We love our customers”
• “We are always here for you”

And the slogans go on and on.

Most leaders of these businesses actually believe what they say. Unfortunately, in reality, they aren’t as good as they think they are. Without naming names, I see many companies that are strong on intention but fall far short of delivering what they say they will.

A few years ago (pre-COVID), I was privileged to experience a true Customer-Focused Culture after being invited to a Customer Appreciation Dinner as an industry partner. The senior managers of the host company spoke eloquently about how everything they do is centered on their Customer-Focused Culture and their drive to grow their customers’ market share, productivity, and profitability. They cited examples and recognized contributors to their success.

As a guest at that dinner, I felt special. Not because of the extravagant location, outstanding meal, refreshments, gifts, and entertainment, but because of the recognition and human interaction by the people from the company. They showed they genuinely cared about me—and I’m not even a customer.

Leadership Tip

Formally measure how you are “really” doing when it comes to meeting the needs of your customers and then demonstrate meaningful, sincere appreciation for their business.

A Customer-Focused Culture is easy to say but hard to achieve. But for those leaders who want to “walk the talk” about customer service, believe me when I say, “You may have a lot of walking to do.”

There are many ways to accomplish this; let me know if you need a little help.