Ever notice how many organizations have “that guy” (or gal) who is the go-to person and is the one that people look to for competent help and support? No matter what the proper chain of command is for a company, customers will soon learn who “that guy” is and will always call him directly even if he is not the person who is supposed to handle every issue.
That guy always calls back promptly. He really listens to customer concerns and pays attention to what the issue is. He digs deep into problems. He displays a high level of understanding about what’s going on. He knows how to find the answer. He owns the problem and makes you feel like you’re being taken care of.
Sometimes that guy is a sales person or a VP or the company owner. Sometimes that guy is a technician, customer service rep, or an admin assistant.
Customers don’t care what someone’s job title is or what they are in charge of. They want to reach the most helpful, competent person in the company because they trust that he will solve their problems.
Now, imagine what your company would look like if everyone was “that guy”?
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Günes Yilmaztuerk
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