If you’ve been reading my articles for any length of time or have ever seen me speak, you know one of my pet peeves is the appalling lack of quality consistent customer service.

To me one of the major reasons for this is the refusal of most companies to give their customer service reps, and in many cases even sales reps, any kind of decision-making capability so that client problems can be solved quickly.

But some of the blame must also be placed squarely at the feet of the service reps and salespeople, as they are not doing all they can to remedy this problem.

When service reps and salespeople are not given the power to make decisions and fix client problems it becomes very de-motivating. From there it’s just a small leap to frustration, and that frustration is immediately transferred to the clients and customers.  Since the customers don’t have to put up with this garbage, they just take their business elsewhere.

But do the salespeople and service reps have to put up with this garbage, especially the good ones?   No they don’t, even though many of them do.

For all you business owners, managers and executives the solution is easy: give your people (especially those who have constant contact with clients) more decision-making capability.  

Yes, they will make some bad decisions, but that’s why you’re there; to help them correct their mistakes.  Besides how are they ever going to learn if they never get to make mistakes? I realize that none of you have ever made a bad decision or a mistake, but not all of us are perfect.  

Now while all you service reps and salespeople reading this are saying, “Yeah Warren, tell ‘em,” there’s plenty you can be doing to help yourself, your customers and your company.

If management is not giving you the tools and decision-making capability you need to service the clients, you have to open your mouth and tell them exactly what you need. Now before you start whining or making excuses, I know exactly what you’re going to tell me, and I’m going to tell you why you’re wrong.

• “I’ve tried to tell them, but they won’t listen to me.”  This one is my favorite.  How many times have you tried to tell them? Most likely once. Do you really think you’re going to get everything you want just by asking once?  Do you do everything everyone asks you to do, the first time they ask you to do it?  If you said “Yes,” you’re lying. In fact, no one does. If you really want management to change their policy, you have to keep coming at them; and with some well thought out solutions, not complaints.  

• “But what happens if they still don’t listen to me?”  That’s your choice.  You can either take it and go back to work; go over the boss’ head or, start looking for a new job.  And here’s a warning to all you business owners, executives and managers out there.  The ones who are going to shut up, take it lying down and go back to a job that’s become frustrating and de-motivating are probably the mediocre to lousy employees.  The ones who will start looking for a better job are your best people; those who have the most confidence that they can find a better job. Do you want to take that chance?    

Extraordinary customer service is a culture. It is a culture that starts at the top in every company and works its way down to every employee. It is an attitude that “Everyone in the organization is important,” and that no one is more important than the customers.