How to stop talking about being customer-focused and do it – Jaquie Scammell | episode 25 recap
We talk about personal habits, but can organizations have habits? Can they be embedded into the very DNA of the company?
This is the conversation that Jaquie Scammell and I had on this week’s episode. Jaquie is the CEO and Founder of Service Q, her company is dedicated to the implementation of service habits within the customers that they serve. This means that they embed service orientated habits that enable their customers to better serve their customers!
In our conversation, we discuss the importance of a service-driven mindset, not only from the customer service and sales team but from everyone within the company, top-down. How many times have we seen people within a company that don’t interact directly with a customer dismiss the importance of a customer-led business?
The other interesting work that we dove into was the importance of self-care in the role of employees, which enhances their ability to service their customers. Jaquie acknowledges that teams that don’t have the tools to look after themselves will not be able to look after their customers, particularly in front line roles that face customer engagement and daily firefighting.
As a partner in a logistics firm within critical sectors, this really rang home for me, as we have really battled to nail the customer service team when it comes to tenure and sustainability. This directly ties into the work that Jaquie is doing.
Whether we are looking at dispersed and tired teams due to covid, commoditized products, or complex offerings, there is pressure from everywhere and our ability as business leaders to engage our people first, and consequently, engage our customers with consistent service habits which impact their experience with us, this will ultimately ensure that we create an eco-system of skilled and capable staff with customers that are serviced well above industry benchmarks.
This is a competitive advantage!
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