Issue link: http://read.dmtmag.com/i/202668
SATISFACTION CUSTOMER Too often, retail chains promise satisfaction to customers and then allow internal politics to frustrate their employees' good intentions to deliver. It's important to remember that your customers aren't the only ones who come through your organization's door every day seeking quality service. Coworkers and leaders also need to be served. If they're not happy, it's not likely they'll deliver stellar service, and the same goes for you. Inevitably, difficult people will creep into your work life, disturbing your, your employees' and your leaders' workflow and negatively affecting the service you all provide to your customers. Ron Kaufman has some eyeopening news. He said that at some point, we're all viewed by our colleagues as the organization's difficult person. That's why it's important to find a way to provide uplifting service internally all the time, even when difficult situations arise, so internal tiffs don't lead to rifts with customers. "Once you've characterized someone as a difficult person, you're already in a lose-lose situation," said Kaufman, author of the New York Times bestseller "Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet." According to Kaufman, there are no difficult customers; there are only difficult customer situations. "Similarly, there are no difficult coworkers. There are only difficult coworker situations," he said. "Once you start to think differently about how to manage those difficult situations, everyone can be more satisfied and better Oil Prophets 23