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If you promise a lot and deliver more, you'll always create satisfied customers. For
salespeople, this means you promise only what you can deliver. For inside folks, deliver everything
that has been promised. It's the customers perception that ultimately counts. Your view of your
service is interesting, but irrelevant to serving customers. It's how they feel that
counts. Secrets of Satisfaction:
- Contain your company's mistakes and prevent future ones.
- Identify and watch for early warning signals on your service
- Know that great service exists only when the customer says it does.
- Create realistic expectations for your customers and deliver more.
- When there's a problem, fix the problem not the blame.
- Continually follow-up to anticipate needs and distinguish yourself from the
competition.
Since companies are composed of people, and people are imperfect, you must accept
that mistakes happen-it's human nature. The key is containment. This means that your goal is to
contain the errors, mistakes, and defects within your organization as much as possible. Don't waste
time agonizing about the mistake or passing blame. In the real world perfection is never fully
achieved.
On the other hand the pursuit of excellence is a noble endeavor. While people will
make mistakes, you pursue excellence by focusing on ways to contain these mistakes within your
company and prevent them from happening in the future. The pursuit of excellence supported by a
philosophy of continuous improvement encourages people to give their best every time. Containment
of mistakes is not a cop-out. It's not permission to get sloppy. It's simple acceptance that these
things happen. Containment protects you, your company, and ultimately your customer by limiting the
problems, while you and your company are working on better solutions.
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