If You’re Going to Do It . . . Do It Now.

While discussing XCS and the importance of timing with Mr. Paul Jarman/CEO of UCN, a simple thought arose which encompasses 3 important tenets of the XCS philosophy:

• Speed
• Power of Recovery
• Empowerment

I thought I would share.

A customer looking for recovery from a challenging situation offers a limited window of opportunity in which our action will be considered honest and forthcoming.  It is during this window that the customer will associate your actions to XCS and deposit the resulting emotion in their Loyalty account.

If we wait too long, making the customer jump through hoops while we deliberate on our decision, the customer will not see our efforts and accomodations as the result of our XCS culture, but as the result of their persistence and tenacity.  In this case, our considerations and accommodations will yield nothing, except costs in time and money.

As management, we must learn to assess a situation and quickly see if we are likely to end up accommodating the customer.  If the answer is yes, then we must act quickly ensuring we receive the credit and benefit of our consideration.

Waiting too long will cause a degradation of the XCS effect over time;  ultimately leaving us with nothing except an unrecovered customer on whom we have spent much time and money.

By the way, teach your staff to do this as well and push it as close to the customer as possible.  Empowerment, brings with it two large benefits.  Speed and Customer Perspective.

Committed to XCS !