Implement what’s easy to implement.

A lot of customer service changes can be extremely complicated to implement across an organization. While the principles behind customer service might be relatively simple, implementing them aren’t. Many customer service managers will have a good idea about what they want to do and a tough time subsequently making it happen.

When this situation occurs (as it often does), it makes sense to start with what’s easy to implement. I Little Things, Big Differences, but can collectively make a big difference (dubbed Little Things, Big Differences) all the time. When you are faced with a big list of things to improve, it makes a lot of sense to start with the things that are easy to implement. 

Picking things that are easy to implement can be tough. It is relatively easy to tell if something is less complicated than something else, but it is not easy to tell if that simple change is something that will be easy to keep going and easy to continue as you start to make the other, more involved changes to your customer service operations. That is the tricky part.

The best “simple” implementations are the ones that can be done relatively independently of the other changes you’re looking to make. Making it a point to address customers by their name is such an example. Chances are, regardless of whatever changes you make, addressing customers by their name will remain important. If you change your focus from reactive service to pro-active service, you will still need to address your customers by name when you interact with them. Making it a point to implement a simple change that is independent of others like addressing customers by name is a great way to improve customer service one step at a time.

Your task is to find similar examples in your customer service organization and to start making those changes. Start with what is easy to implement and then go from there. If you do it well, you’ll start seeing progress right away.