Posts Tagged ‘Expectations’

It’s a Process, Not an Exercise

December 13th, 2010

As we approach another year, we go through the “exer­cise” of prepar­ing a new bud­get, review­ing our vision, and detail­ing the actions needed to reach our goals.

These are all rea­son­able and nec­es­sary activ­i­ties, both for our busi­nesses and for us per­son­ally. How­ever, these activ­i­ties are often approached as just an annual exer­cise … some­thing to do and get done so we can get back to work.

When com­pleted, the exer­cise goes back on the shelf or the cor­ner of the desk to be reviewed again next year.

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Serve Customers Well, or You Won’t Serve Them Long

June 14th, 2010

Customers have more and more choices in today’s mar­ket. Serv­ing them well must be a pri­mary busi­ness focus if you are to stay com­pet­i­tive. Their expec­ta­tions must be under­stood if they are to be met. Con­sis­tently exceed­ing expec­ta­tion is even better.

Use every means pos­si­ble to track and mea­sure cus­tomer sat­is­fac­tion. Improve prac­tices to make it eas­ier to delight and retain cus­tomers. Use recog­ni­tion and reward to main­tain the ser­vice level cus­tomers demand.

Take care of your cus­tomer, so you’ll get a chance to take care of them again in the future.

Ser­vice Matters

You may be as appalled as I am by the lack of qual­ity ser­vice every­where you turn. In a way, we have become so desen­si­tized by poor ser­vice and bad atti­tudes that we are star­tled when we receive even mod­er­ately good service.

This is a great rea­son to strive for excel­lent ser­vice: it will star­tle our cus­tomers, and keep them com­ing back for more.

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Performance Slips When it is Not Measured

March 29th, 2010

Without clear stan­dards and reg­u­lar mea­sure­ment, per­for­mance suf­fers. Even the self-motivated achiever will pro­duce dis­ap­point­ing results when they lack direction.

Every man­ager and employee must have a clear under­stand­ing of what’s expected of them, and they must be mea­sured against those expec­ta­tions daily. Inspect often to ensure the results you expect are achieved, and let every­one know where his or her per­for­mance ranks.

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