Have one face for the organization.
Our final principle comes straight from the chief customer service conductor of Oklahoma City's NBA team - the Thunder. I called my friend Pete Winemiller and asked him one important question, "What is the primary tool you and your team use to help create the fabulous customer experience at Thunder basketball games?" He said, "We carry one face for the organization." He went on to explain that no matter who you work for (the Thunder, Coke, Pizza Hut, the NBA, etc.), it is vital for everyone to operate as one team in the arena when interacting with customers.
This principle is especially important for any organization with multiple vendors, project groups, buildings, stores, sites, etc. There is nothing more disheartening for a customer than to hear a team member talk down about or blame a member of their own staff. It leaves a bad taste in the mouth and does nothing to enhance the organization's image or to improve the customer's experience.
Here are a few ideas on how to put the Thunder Principle into action to create a culture of team-oriented customer service excellence:
- Always talk up team members, departments, etc. that aren't present
- Move information, people, actions down the line in the most complete fashion possible
- Take care of a problem if you can without just passing the buck
- Be on time
- Do your work
- Think about how your actions impact a team member not present
- Leave your area/project/etc. clean and prepared for the next crew