From Catchphrase To Culture: Make "Customer-Centric" Part Of Your DNA

Submitted by WennSoft

Walk through any organization that posts its shared values and you’ll likely spot a word that summarizes the idea “The Customer Comes First.” It’s easy to pull the latest buzz phrase and slap it on a poster and claim that it has great meaning to your organization, but does it? Does that idea live up to its purpose across every facet of your business? Is it truly ingrained in your brand DNA?

In the field service industry, business is based on knowledge. More often than not, it’s your people, not your products that become the face of your brand. So, how do you ensure that your people are living and breathing your service organization’s brand in everything they say and everything they do? Here are three things you can do to help ensure your employees live your brand:

Hire the right people - In the service world, your brand is what you do, so this is key. Look beyond the resume and the cover letter and get to know who they are as people. Ask follow-up questions that get to the heart of how the person works such as:

• What makes you get up in the morning and do what you do?
• Why do you work?
• Who are you going to be ten years from today?

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