Consistent Courtesy for One or 1,000

摘要

Are your customer-service representatives (CSRs) on better behavior when they "perform" for a more affluent or prestigious audience? Or do you find consistency of quality day after day, customer after customer, and garment after garment? Everyone cleans house when company is coming, but isn't it just as important for us to be our "real" best for the next-door neighbor as it is for someone who only stops by once a year? My challenge for readers this month—as we all prepare for a long, hot summer—is to convey to your CSRs that everyone is the Most Important Customer.