I am not entirely sure of the source of the quote,”Less talk. More do.” (I’ve asked Tom Peters on Twitter, but he says it is not his.) I do know that when it comes to customer service, you’d better back up your declaration of being “customer-centric” with some pretty solid behaviors.
As we all have learned, a single standout interaction with a customer can define a business – for better – or for worse.
In a recent post at LinkedIn, “It’s not really about you: It’s about your customers”, I explore the never ending search to become more effective as an organization. Interestingly, this quest is often rooted in how we view and respond to our customers. Do the behaviors of your business match your expressed philosophy? There is no time like the present to consider this carefully.
Dr. Marla Gottschalk is a Workplace Psychologist. Connect with her and continue the conversation on Twitter and Linkedin.
Marla Gottschalk 
Interestingly I was having a conversation today about the difference between saying you believe in great customer service and actually giving it. Recently we went shopping together at Nordstrom where we were ignored by associates throughout the store.
My point in bringing this up is that any service model can fail if not utilized consistently. M
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