In your own business, are you and your team continually striving to always provide beyond what’s expected for your customers? Are you looking at providing just that one extra bit, that one extra service that is no particular cost to your business, but it provides a benefit to your customers?
Here a few examples of lack of basic service that I have experienced lately:
Car servicing – we were going on a long trip. We booked our motor vehicle in for tyres and brakes check. They replaced two brakes. Not long after our return from our trip, the other two brakes completely failed metal to metal. We spoke with the service business and ask them if they checked all brakes at the time – their answer: No. The business is a tyre and brake specialist – when a vehicle comes in do you not expect that they would check all brakes and tyres? That was disappointing.
We then had these brakes replaced. Upon collecting the motor vehicle, we asked how the tyre pressures were on the tyres – they did not check the tyre pressure at all – again, brake and tyre specialists – would you not think that this type of business would be checking tyre pressure as a normal service before letting a motor vehicle leave their premises with the customer?
We had a new little mobile home delivered with so many defects – all that would have been picked up with any quality assurance checking and attention to detail.
These are just some examples of lack of service quality that could easily have been prevented if the organisations and their teams were trained in specific basic industry quality standards of service.
What is your business service level?
What is included in your organisations basic standard of service? Are you training your people?
Here is an example of great service – our local tavern gets incredibly busy during holidays. Yet the standard of service does not change – they still approach tables and check if customers are happy, the food quality is the same, the friendliness of all staff stays the same. This tells me, that the business sees staff training and welfare as a real investment. This would definitely impact their bottom-line profits in a positive way.
Are you ensuring your team are following yours and your specific industry’s basic standard of service?
Better than that, what service(s) in your business can you ensure you provide your customers that is beyond what the customer is expecting?
A bit of sobering wisdom:
“It takes years to build a reputation, and minutes to ruin it”
Warren Buffet
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