I see it all the time. Employees attend customer service training and are re-energized to deliver their very best service. There is a palpable uptick in the mood, the level of professionalism and attention to detail…for about a week or two. On week three, you notice the behaviors are less consistent. By week six, the recently trained service skills are a thing of the past. That rapid corrosion is a symptom of weak coaching, and the leader’s attention to behaviors. That’s exactly how service training gets the reputation as a “flavor of the month.”
But not all service corrosion happens that quickly. In fact, in most cases, the corrosion happens over years of complacency and silence. Certain behaviors and environmental conditions become normalized until, “it’s just how we do things around here.”
Just as negligence will allow corrosion of pipes or a car engine, negligence will also create corrosion in your organization. Regular check-ups will stop problems early and keep things running smoothly. What’s your corrosion-prevention strategy?