Don't Be Like My Grandma

Customer service at most companies stinks.

Yes, you read that right.

Even though everyone swears it’s their top priority.

And it’s not due to lack of attitude from people.

Look.

My grandma is an amazing cook.

So good that even non-family members invite themselves over for dinner.

And of course, everyone wants to learn from her.

“Bita, will you teach me to cook like you?”

When the lesson starts, she begins like this:

Add a little consommé.

• How much?

I don’t know… just add some.

Now add salt.

• How much?

I don’t know, you just add it.

Now put it on the stove.

• For how long?

Well… until it’s ready.

The result?

And the student walks away thinking:

“I’d rather you just invite me to eat.”

Because my grandma gives instructions as if we were all born in her kitchen.

And the rest of us are left with a what-face.

Isn’t the exact same thing happening in your company?

Everyone says things like:

“We are customer-obsessed.”

“The customer at the center.”

“Service is the most important thing.”

Just pretty phrases.

That nobody knows how to apply to their daily work.

Your team doesn’t fail due to a bad attitude.

They fail due to a lack of clarity.

Let’s see.

When you say “customer service,” does your team know exactly what that means?

Do they know what you expect from them?

Do they know what that looks like when a customer approaches, asks a question, or complains?

Because people, who are not your grandma or mine, need two things:

To know what is expected of us.

And how to do it.

Service doesn’t improve with pretty phrases.

It improves with clarity.

And if you don’t know how to ask your collaborators, in plain terms, what you expect from them, don’t expect miracles.

If you want to stop giving grandma-like instructions

and start giving your team instructions that truly transform service,

I’m leaving you this video.

It comes from my 15 years in this world.

Click here to watch it.

With warmth,

Carlos.

Serving is the way

—

Shopology S.A. de C.V.

Av. Pacífico 468 Local C, Coyoacán, Ciudad de México, CP 04330, México.

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