What’s Your Plan in Case of a Service Breakdown?

| | 0 Comments


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?

| | 0 Comments


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…

Who is in charge of your ATTITUDE?

| | 0 Comments


You are in complete control of your attitude.  Victor Frankl in his classic book, Man’s Search For Meaning, described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future.  The book has sold over 10 million copies.  Camp survivors did not let their cruel guards determine their attitude toward life.  While they had no control over their physical fate, they did have total domination over how they emotionally viewed their fate.
 
Customers today have changed. They are Picky–more cautious in their choices and they are smarter as well as better informed in a world with many more choices.  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.  Thirty three percent of Americans say that it takes only a single instance of poor service for them to consider[…] Continue…

Older Posts» « Newer Posts