Pub. 5 2016 Issue 3

The CommunityBanker 8 f there’s one question an Ace Hardware retailer hears repeatedly it’s, “How does Ace keep win- ning against giants like Home Depot and Lowe’s?” To maintain a competitive edge, Ace retailers join cooperatively to deliver on a brand promise that is meaningful to consumers…to be the most helpful hardware stores on the planet. Delivering amazing customer service is no small thing. It’s one of the most important differenti- ators local business owners have to offer to consum- ers so they can compete against businesses that have deeper pockets. And it starts with leadership. Great leaders drive values. Values drive behavior. Behavior drives culture and culture drives performance. I Here are 5 tips that help leaders motivate their teams to deliver amazing customer service: Act like you own the place. If you want your associates to provide amazing service to your custom- ers – then you’ll need them to think and act like owners. Which means, you need to share information about your business with your team…including the numbers. The more they know, the more they’ll understand. The more they under- stand, the more they’ll care. And once they care – there’s no stopping them. ACT LIKE YOU OWN THE PLACE Five Tips to Deliver an Amazing Customer Experience By Ace Center for Excellence F E A T U R E