p eo p l e
In Search of
Service Excellence
David Esler
Principal, Kaizen Executive
A
s part of the process of designing
and developing my new ‘Trade Sales
& Customer Service Masterclass’
training program, I have taken time out to
become a customer of the industry to try to
understand what our customers really face
when buying products and/or services from
us. Through my research over the past 12
months, I have found that most businesses
are either inwardly focussed or just busy
‘processing’ customer inquiries or orders
rather than servicing them. Have you ever
put yourself in your customer’s shoes and
really tried to buy something from your
business?
Think about your customer (Account, Tradie,
DIY or Weekend Warrior) who walks into
your trade sales operation or rings your
customer service hotline. What really
happens to them? Next time you are walking
through those departments take a moment
to stop and really listen to what is being said
or happening; you may be surprised.
To date, I have been a ‘customer’ of 65
different businesses across all sectors of the
fenestration, glass and glazing, hardware and
general construction supply industries and
my research is only just underway. I have
visited multip