COS
NEWS
In the customer orientation “best practice” series
An irritant often overlooked in the building trade: “the nuisance caused by the work” for neighbors.
Workers get yelled at and customers get hated by their future neighbors.
Tired of seeing his workers and customers bullied, the boss took the simple decision to organize a visit to the neighborhood before the work began, to warn the neighbors and simply to introduce himself, because, as he says, “getting to know each other already eases tensions”.
What’s more, it’s the managers who make the rounds.
The “customer culture” moral of this decision:
- “my boss heard this irritant” and was able to trigger a decision (continuous improvement)
it allows us to work in a calmer atmosphere (pleasure at work) - “my managers are sticking to it, wow, I’d never have believed it, and what’s more, they obviously seem happy with these exchanges with the neighbors” (exemplarity).
.. And bang! a brick in favor of customer culture laid…..
We just have to make sure we don’t blow things up with destroyers (but let’s remain optimistic :-))