Take a moment to think of the experiences you have had
as a customer during the last month - when you were at a
restaurant, automobile mechanic, bank, golf course,
health club, airport - when you were the customer. Were
there any really great experiences? Were there any
really bad experiences? Were there a lot of average
years we've asked thousands of people that question and
heard the stories that described their experiences with
a broad range of sectors. We've learned a lot
about the state of service from listening to the
experiences of others. It will come as no surprise to
you that people get more bad service than they do
outstandingly great service. It won't surprise you to
know that they tell about eight times as many people
about their bad experiences as they do their good.
What you might be surprised to learn is the vast
majority of service experiences are reported as being
"average" - neither particularly good or bad.
Does that resonate with your experiences and those of
your friends and colleagues?
products and services eventually become a commodity.
Someone always comes along and copies the products and
services of others at a better price. It's happened with
automobiles, computers, software, televisions, digital
cameras, lawnmowers, legal services, accounting
services, call centre services and just about everything
else that has gone through it's initial life cycle. If
there's money in it someone always wants to do it for
less - we even see this happening in the delivery of
traditionally core government services through
outsourcing companies who have in turn become a
of the service we get is "average" and most of
the products/services look the same there is a very
large opportunity at play. The organization whose
responsive, different, flexible, caring, trustworthy,
service to their customers and the people they work with
will stand out way above the rest. That seems simple -
and it is simple to understand - every organization
would say that's their goal. The problem is that our
experience tells us it isn't happening anywhere near as
much as it should.
If you fix
the "average sameness" problem everywhere in
your organization you will gain a significant
competitive advantage over the competitors you have and
the ones that are coming after you. If you don't fix the
problem you are at serious risk, regardless of the other
competitive strategies you implement.
two essential components to any service experience:
Interpersonal and Process. In other words, the way you
are treated and the procedures you have to follow to
obtain the product/service. If you want to improve your
service levels you need to focus on improving
organizations to diagnose the state of their current
level of service through interviews, mystery shopper and
We use this
information to design highly customized facilitator led
and self directed training programs that are integrated
with your environment. These are targeted at the people
in your organization who can best leverage new service
knowledge, skills and attitudes on interpersonal and
process service elements in your organization.
We can help
you to create a service culture that stands out above
the rest. The type of service culture that draws people
in - customers and employees alike. This is not a
complicated or overly expensive intervention - it's just
a tangible, simple way for you to build differentiation,
responsiveness, flexibility and passion into your
starts with a conversation. Let's talk about the state
of service in your organization and in your market.
We'll find the opportunities together and make the most
of what we discover.