There is no excuse for bad service—ever!

How often do you receive mediocre or bad service?

Probably too often, as do I. Think of your last restaurant visit. Was the service excellent, or just acceptable? What about your last flight, or taxi ride, or that issue with your software provider?

Was the service excellent, or just good enough?

The problem for all of these “good enough” organizations is that they are not good enough anymore.

They leave money on the table by wasting resources and driving away customers who could spend more with them. More money, more time, more reasons to refer them to others.

There is no—I repeat, NO—excuse for anything but excellent service at any establishment.

Here are a few examples of excellent service to help you get inspired:

• The cheapest financial service provider in Switzerland offers the best online service. You can call 24/7 and choose from four languages. After less than one minute of waiting time, you speak to a personal advisor who will help you immediately with your needs. No complex questions, no misunderstandings, just excellent service.
• A three-star hotel in Italy offers the best rates in town, a personal welcome to every guest, and a cup of coffee at checkout—a perfect marriage of exceptional service and low rates.
• A garage calls you one week after your last car service and asks if everything is ok and what else they can do to make you even happier.

How does your organization rate in service?

It is your responsibility as a leader to ensure excellent service—no excuses.

Excellent customer relations are not a question of costs; they are only a question of leadership and strategy. Period.

This blog is from our Friday noon memo #73. Interested in regular updates? Sign up here.
© Copyright by New Pace Consulting SA, 2011. All rights reserved.