Power to the People. The times they are a-changin’

It’s just as true now as it was in the 60′s when Bob Dylan wrote the lyrics to, “The Times They Are A-changin’.” But this time we aren’t urging a generation to heed the call for social justice; this time we are urging companies to heed the call of customers who want a more enlightened approach to customer service.

If you are in the service delivery business (and who isn’t?), you may have noticed a gradual rise in customers’ expectations. Gone are the days when customers were okay with being transferred from department to department to get an answer. Heck, they were just grateful to be able to call you on the phone instead of having to write a letter or fax in their complaint and wait a week for a response. Or, worse, having no choice but to physically show up at your place of business.

Fast forward to today when customers are infinitely more savvy and sophisticated. Today’s customers expect convenient web-based self service options accessible 24/7. On those rare occasions when they do have to call to fix a problem, your customers want to talk with an intelligent, knowledgeable representative who has the authority to solve their problem on the spot. Oh yes, one other thing, customers to be treated like a human being.

How did this rise in expectations happen? Blame it on companies like on line retailer, Zappos. When your customers receive a “wow!” service experience from a company with great service (even if it’s a company that offers a very different product or service), that experience instantly becomes the new standard for what they believe is possible. So, when customers call you and don’t get a great feeling, they wonder why. If Zappos can do it – why can’t you?

In my recent visit to Zappos’ call center, their upbeat, “let’s get it done and have fun” culture, reminded me of a newly hired employee who enters a company all bright-eyed and optimistic; convinced that they have found a place where they can really shine. Their positive can-do attitude gets noticed and they are fast-tracked to a promotion, leaving the other employees in the dust, scratching their heads and wondering – what’s he go that I don’t ?

The good news is that your company has what Zappos’ has – smart, talented people who want to give their all. Give them the opportunity to shine. Power to the people.

“Please heed the call
Don’t stand in the doorway
Don’t block up the hall
For he that gets hurt
Will be he who has stalled
There’s a battle outside
And it is ragin’.
It’ll soon shake your windows
And rattle your walls
For the times they are a-changin’.”
– Bob Dylan, poet and songwriter.

Think about it.