What’s in the Recipe for Great Service?


 cook book laid on a kitchen table with two wooden spoons

We believe there are three ingredients that create a superb service greatness recipe for today’s Wired & Dangerous customer. Those ingredients are: the dream, the drive, and the discipline. Today’s customers are changing providers faster than ever before when they don’t consistently receive great service. Making sure you have these three ingredients driving your customer journey is critical for service success.

The dream (or service vision) must be aspirational while providing a clear picture of the distinctive service experience the unit or organization seeks to consistently create, both internally and externally.

The drive is the stick-to-it-ive-ness needed to stay the course until new practices become everyday habits.

The discipline means hardwiring standards (expectations) and norms (evidence) into the performance management process so there is both clarity and accountability.

Partnerships work when they […] Continue...

How Fast is Your Service?


The fact that time is a completely made-up component in nature was one of the hardest concepts to get your head around in high school physics class. All of nature knows night from day, but your dog is clueless about what 9:30 means. When we tell someone, “Why don’t we meet in an hour,” we are not only operating on a “made up” agreement regarding the precise moment of rendezvous, we are relying on a made up understanding of what “an hour” means. The measurement of time is a non-existent construct we are taught from the instant we heard, “time for bed.”

Time has become a crucial component for customers’ expectations of “promises kept” with today’s Wired and Dangerous Customers.We live in a 24-hour x 7 days x 365-day wired world. Blame it on FedEx, Netflix, Amazon or Uber, the fact is the old prompt is today’s super punctual. Yesterday’s “in a hurry” is today’s “in a flash.”  We don’t fax documents anymore…it[…] Continue...

Using Customer Intimacy with Today’s Wild & Dangerous Customer


Even in traditional manufacturing (and manufacturing-style services), where “careful is correct and rational is right” has long been the managerial axiom, service quality is being recognized as the competitive edge that can differentiate one commodity offering from another. The service tide in which we’ve all been swept up makes it imperative that we pay increasing attention to whatever it takes, one-on-one and one-by-one, to earn the love and loyalty of our customers.

We don’t have the luxury of putting off this transformation. Inspired by their years of experience, well-publicized product quality improvement efforts and heightened service delivery rhetoric alike, today’s customers are getting increasingly emotional, even passionate, about their service experiences. Listen to the raves of the Amazon, Lexus, USAA, L.L. Bean faithful and you’ll hear more “love stories” than you’ll find […] Continue...

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