Values Leader

A bunch of corporate types meets and puts together a statement of company values. They wordsmith a paragraph that rarely tells a reader what the business is all about. They construct a list of mores that no one in the company cares about or reads ever again.

Ever seen the “best customer experience” touted by one of the largest banks in the U.S.? Does the bank really practice it?

Imagine hefty unauthorized charges on your bank statement. There is no way of reporting it on the automated response system. You have been trying to reach customer service for many hours. Your account page shows a specific number to call. Dial that number, and it takes you back to the automatic response recording.

While you are on hold, that recording tells you how much the company values you as a customer. Are you kidding me? If that is how you feel, then hire some more support people.

The slogan, “best customer experience,” is different from the customers’ actual encounters.

People in the company must know how to show the values of the organization. This is not the same as the leadership issuing a pocket card with a bullet list. The leaders must encourage the behavior to live the values