 Winning
and Losing in the Pit Stop
Frontline
service providers are key drivers in great service organizations.
But don’t forget the power of the ‘back-end’
to win or lose the race!
In every insurance company you’ll find actuaries,
policy administrators, IT professionals and clerical
support staff. These folks have little contact with
external customers, but they can certainly set the mood
and the pace for the insurance agents and brokers who
work out in front.
In a theater you enjoy actors on stage. But there would
be no play without writers, directors, set design, lighting
and make-up.
In a restaurant you meet the waiter and host or hostess,
but without cooks, dishwashers and accountants, you’d
never get a meal.
Car races are often won and lost by mere tenths of a
second. The winners have great drivers, but also top
performing pit crews who change oil, tires and fuel.
Southwest Airlines (famous in the United States for
friendly front-line service) puts equal value on back-end
support. Their benchmark for getting planes unloaded,
reloaded and back in the air is the pit crew (not the
driver) at the Indianapolis 500.
Key Learning Point
To
win in the front you need great support in the back.
Action Steps
If
you work on the frontline of service, give extra appreciation
today to those who support you behind the scenes. If you
work on the back-end, remember the power you have to boost
the motivation and morale of those who work out front.
Next Article in Customer Service Partners >>
Flexibility Slakes a Thirst
First Article in Customer Service Perception Points >>
You Have Leverage. Use it
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
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