Rock Guitar and the Golden Rule
Editor’s note: Steve writes, speaks, and consults on customer service.
I have long held the opinion that most of the great rock and roll guitar work since the 1970s is the result of a single recording session which occurred on March 29, 1967 in New York City. I suspect that the musician of note on that fateful day had little or no idea that his four minutes of playing time would have such a dramatic affect on the world of music. The song performed during the session is titled “Red House.” The guitar player was Jimi Hendrix. His fluid, visceral guitar licks during that recording session inspired an entire generation of musicians. The “Red House” guitar solo, with its searing tone and ethereal reverb, has been copied and embellished by subsequent musicians – famous and otherwise – who, whether they knew it or not, owe a portion of their success to Jimi Hendrix. The honest lyrical quality of Jimi’s guitar playing differentiated him from other guitarists.
In customer service, perhaps the oldest and most profound idea is that of the Golden Rule: Treat others the way you wish to be treated. This adage has its origins in philosophical writings dating from antiquity. The Golden Rule has been spun into a myriad of maxims as it pervasively extends its influence throughout the world of business. The positive results are evident when applied within an organization that sets its focus on what is important: Customers.
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The Golden Rule is often not practiced and applied to internal customers within an organization. This is evident in the fact that I often observe managers treating subordinates in a manner contrary to the Golden Rule. This type of behavior is unacceptable, but it becomes even more offensive when, due to the bad example set by management, these same subordinates express similar behavior to external customers. A company’s culture can easily be defined as being either good or bad depending on whether the Golden Rule is practiced among its internal customers.
The Golden Rule also applies to following up with customers. I am convinced that those companies who master the art of prompt and thorough follow up will flourish in the same way Jimi’s career took off after 1967. It’s all about being true to yourself. Follow up information, whether it is positive or negative, must be shared. In the end, what differentiates one company from another is integrity, honesty and the professional quality of their follow up message. Rock on!