Service, Service, Service

Recently I attended a networking breakfast meeting. The group had a round table discussion
about various business issues. The one topic that was talked about extensively was Service.
Everyone at the table said they provide good service to their customers. I asked how they
evaluate “Good Service”. It was difficult for the group to quantify what good service is. The
reality is that to quantify “Good Service” or quality service is not determined by you or your
Company. Good Service is a perception that your customer and clients have of what you do for
them. As they say “Perception is reality” Your Perception of good service might be to deliver
Your products to your customers by 8am. This may be the industry standard or near the
industry standard. What if you get a customer who expects the products to be delivered by
7am. Are you now providing quality service. The perception by this customer will be that you
are not. Your company may state That you are better or equal to the industry standard. That
will not matter to this customer. To truly quantify good service for your customers you must
understand what their expectations are before you start providing the service. When you
clearly understand the Expectations then you can achieve or exceed those expectations. The
key here is to ask your Customer when you begin working with them what their expectation of
your company is. I try to ask all my customers when we start working together what are they
expecting from the service I am going to provide for them. When You and your customer
understand the expectations the relationship will be positive. Usually this creates a Better
working relationship between you and your customer.
Start creating a reality not a perception of your customer service Today.