The value of the service

4 changes we will see in companies after COVID-19

Also, document the case in a database, which is known as the company’s “knowledge base”, which is the knowledge, the accumulated experience of the organization’s operations over time, and which allows users to analyze real examples, the solutions taken and use this as a basis if they happen to file another complaint or a similar situation.

Without the flexibility and empowerment mentioned above it is impossible to achieve this; Without documentation, the opportunity is lost to take advantage of the experience that is being generated and that manages to set a pattern of conduct, to improve processes and be more profitable, to achieve greater competitiveness in the market.

There are some basic tools that allow you to detect customer satisfaction, for example:

1. Make public the section that refers to customers in the code of ethics or a manifesto of what customers should expect from the company and its people, on the company’s website, social networks, branches, advertising, etc. .

2. Open communication channels to customers, so that they can express themselves; both complaints and any recognition to a member of our team, emails, social networks, among others.

3. Carry out constant customer satisfaction surveys, giving various options that allow us, with their responses, to analyze how we are doing and where we need to improve.

4. The previous points apply the same for internal clients, always have open communication. The best policy to achieve this is that of “open doors”, which implies that anyone can approach others and talk, express opinions, suggestions, complaints, etc., regardless of the hierarchy. This, understanding that there are work schedules that do not always allow receiving at that moment who knocks on the door, but an appointment is scheduled as soon as possible.

Let’s analyze the most efficient and profitable companies, both in Mexico and worldwide, they all have a clear healthy obsession with a focus on service.

And one last reflection: the attitude of service does not apply only at the business level, it must be a philosophy of life, which makes us better human beings, opens us to support others, to solidarity with those who have some need; It allows us to assume our responsibility as members of a society, a community, a country.

It involves thinking less of ourselves, selfishly, and more of others, generously.

Editor’s note: Mauricio Hubard is Founder and President of Juntos Financiera, studied Industrial Relations at the Universidad Anáhuac del Sur, graduated from Harvard Business School in the executive master’s degree “Owners, President Management Program, OPM” in generation 34 , is an active member of the Harvard Alumni Association, has taken various courses at this school related to Microfinance, Corporate Governance, among others; Development of Financial Institutions at the Harvard JFK School of Government, also for Corporate Social Responsibility at Stanford University and ESADE in Barcelona. Write to him at hubardm@gmail.com. Follow him on his Twitter account. The opinions expressed in this column belong exclusively to the author.

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