Customer Relations

by Roisin Murray & Wallace Murray

What you can do as a leader

Leadership is about helping your people do the right thing. So what sorts of activities can you, as a leader, do to enhance customer service?

Management is doing things right; leadership is doing the right things.

Peter F Drucker

Walk the talk

Above all, do unto customers as you ask others to do. Make sure you behave congruently all the time; that is, walk your talk. Go beyond encouraging others to really focus on the customer. Do it yourself. Most importantly, periodically ask yourself what you actually do to show, clearly and unmistakeably, that you believe your own message. Because what you do is the message.