Sometimes it’s harder to get genuine buy in on customer service expectations than getting buy in on expectations with the technical work we do.
We talk about how we must do this or that thing because it’s critical to providing the experience we want for our valued customers.
But there are challenges with getting a team of people to truly take these things - not related to the technical work we do - as seriously as they do the things that highlight their expertise.
Today I’ll share one of my favorite ways to get real buy in on doing the things we must do well, and have nothing to do with the technical work we perform.
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