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.
Jerry Baker began his career in the management development program at Ford Motor Company, later became a manager of budgets and analysis for Northrop Corporation, then furthered his management development as Deputy Director for the California Department of Commerce when Ronald Reagan was Governor.