You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check. The optometrist checks your eyesight; the audiologist your hearing and your dentist checks for cavities. What about the service you provide to your customers? Does it get a regularly scheduled check-up?
We have been working to create a short, but important check-list to review how you are doing. Asking the customer to say “ah” (a.k.a., soliciting feedback) and checking various test results (like complaint analysis, FAQ responses and survey results) can add to your smart preventive maintenance. Here’s a “baker’s dozen” check-up questions to get you started. Add your own to tailor your list.
- Does the service have sufficient consistency that customers can trust it is repeatable and not some serendipitous fluke? Does it leave customers feeling secure?
- Is the service to customers
Stew Leonard, Jr. CEO of Stew Leonard’s Dairy Store headquartered in Norwalk, Connecticut, is about as energetic about customers as anyone you can find. He rushes around his stores glad-handing customers, soliciting their feedback, ringing up sales, helping lost-looking customers find what they’re in search of, thumping employees on the back, and generally energizing everyone in the place. When he speaks to groups, as he often does, one of his favorite phrases is, “Ya gotta love that customer!”
Noted small business guru Jim Blasingame talks often on his syndicated radio show about the importance of “loving up” your customers in today’s highly competitive marketplace. He encourages his listeners to be certain they train their employees on the appropriate ways to “love up” their customers and to ensure they never miss the opportunity to demonstrate their prowess at “loving up” customers.
Why? Consider[…] Continue...
On January 28, 1986, the world watched in horror as the Space Shuttle Challenger broke apart 73 seconds into its flight, leading to the deaths of all of its seven crew members. Part of the massive media coverage was the fact that Christa McAuliffe was one of the seven. She was the first female teacher in space. What followed was an exhaustive effort to determine the cause of the disaster. Top investigators, using the latest in technology and aeronautical engineering expertise, examined every square inch of the shuttle, ran countless experiments, and perused thousands of pages of aircraft blueprints.
The failure of one O-ring seal was determined to be the cause of the Space Shuttle Challenger disaster. A contributing factor was cold weather prior to the launch. This was demonstrated by Cal Tech physics professor Richard Feynman when he placed a small O-ring into ice-cold water and subsequently showed its loss of pliability before an investigative[…] Continue...