I’m Andy Collett, author of Service with a HUG and I was recently in conversation with Mike Murphy.
Mike is a successful business coach and has a background in the motor industry, including senior management positions for BMW, Audi and Porsche.
Mike is a successful business coach and has a background in the motor industry, including senior management positions for BMW, Audi and Porsche.
Mike is a successful business coach and has a background in the motor industry, including senior management positions for BMW, Audi and Porsche.
Our topic of conversation is the leader’s role in creating a culture of customer service within a business.
I hope you enjoy listening to the conversation as much as I enjoyed having it.
Scroll further down the page for main discussion points and times.
1:50 Leading by example
2:55 Acknowledging early
5:00 Building relationships with the people in our team
6:29 Setting the culture
7:30 Adjusting our style
9:44 A story of collaborative leadership style in solving a business challenge
18:40 “Are we looking after you?”
21:45 Raising team member awareness of the standard of service that is required
25:17 Sharing customer feedback with team members
28:35 Supporting team members
34:45 Customer feedback and what we can learn
37:22 Beyond satisfied customers and how to get to the truth