Vigilant Customer Service Featuring Len Herstein
How to Avoid Complacency in Customer Interactions
Shep Hyken interviews Len Herstein, CEO and President of ManageCamp Inc. and author of Be Vigilant!: Strategies to Stop Complacency, Improve Performance. They discuss how businesses can be vigilant against complacency by safeguarding success and customer relationships.
What breeds complacency in business?
Most businesses don't realize that one of the main drivers of complacency is success. The more success we have in our customer interactions, the more we get overconfident. We become vulnerable to taking customer relationships for granted.
This week on Amazing Business Radio, Len Herstein discusses why complacency is dangerous and how to avoid it. He offers the following insights and more:
· Avoid tunnel vision. Companies can become too focused on matching their top competitors that they lose sight of new competitors or new categories that have entered the market.
· Be a disruptor. Successful companies like Amazon and Netflix are always coming up with new ways to engage their customers. Instead of reacting to what their top competitors are doing, they are the disruptors in their industry and beyond.
· Learn from success. Most companies debrief when a mistake happens with the idea they will avoid the same mistakes in the future. However, they often forget to look back on their successes, not realizing there are opportunities to replicate the same moving forward. (DOES THAT SOUND OKAY?)
· Always be vigilant. The best way to fight complacency is to be aware of it. You can't protect against threats that you didn't see coming.
"The best way to fight complacency is to be aware. The more aware you are, the more in the moment you are, the more you have that forces you to think, and the less complacent you're going to be."
Len Herstein, CEO and President of ManageCamp Inc. and author of Be Vigilant!: Strategies to Stop Complacency, Improve Performance, and Safeguard Success. Your Business and Relationships Depend on It. He has worked with brands like Coca-Cola, The Campbell Soup Company, and Nabisco. He is also a volunteer State-certified peace officer with the Douglas County Sheriff’s Office in Colorado.
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