Are You Up to Date on Customer Thresholds for Service Delivery?


We are seeing a lot of threshold alarms these days.  Highway freeways tell us “minimum speed 40 mph.”  It is a way of keeping horse drawn buggies off the road.  Minimum orders signal that only volume purchases are allowed.  Even Disney has threshold alarms that say a child must be “this tall” to get on a particular attraction.  As her two older sisters zipped past the “this tall” sign, it promoted my youngest granddaughter to say, “Tell them that scary things don’t scare me!”
Customers also have minimums.  Their pursuit of effortless, fast-paced service has shortened their wait clocks and adjusted downward their hassle monitor.  Their standards for letting service providers into their game has ratcheted dramatically up.  They have no tolerance for toil, no interest in insipid, and no patience of the pedantic.  And, when their mediocre meter goes off, they alert all in their cyber reach to stay away.
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What’s Your Plan in Case of a Service Breakdown?


Customers have changed! 79% of customers say they want brands to demonstrate that they care before they will consider a purchase! Made smarter by the internet, they are empowered and emboldened to accept nothing short of value.  It has made them Fickle—quicker to leave if unhappy.  33% of Americans say that it only takes a single instance of poor service for them to consider switching companies.  It means we have to have a powerful service recovery capacity to fix things quickly when they go wrong.
The dance competition was going great!  Little girls (and a few boys) had traveled with their cheerleaders, coaches, and parents to hear the pronouncement, “And, the winner of first place in the lyrical 7-9 year olds category, a high gold goes to….”  The stage was littered with trophies.  The auditorium was packed with mothers who were vicariously on the stage.  The familiar Strauss waltz started to play and sixteen girls […] Continue…

Does your service process require hoop jumping?


I once had a wonderful colleague whom I worked with as a co-facilitator of workshops with senior leaders.   He was a very bright and confident presenter who could lead a spirited discussion with the most challenging participant.  He also loved to tell stories.
His stories were typically long and detailed.  But, he never learned an important storytelling principle:  enchanting participants to join him on a long, detailed fable only works if the story’s punch line is insightful or compelling enough to make worthwhile the trip through its intricate details.  He has now retired and only worries about the attention span of his grandchildren.
Customers are a lot like workshop participants required to sit under the influence of a storyteller with a minutia problem.  Most service processes have service hoops customers are required to jump through.  Fortunately, customers are still willing to jump through hoops— but […] Continue…

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