NOVEMBER 2018 NEWSLETTER – Excellent Service
Excellence is not a destination, it is a continuous journey that never ends.
Hi Troy,
What does Excellent Service mean to you? In what ways do you provide excellent service? How do you know/measure this? Do you ask job interviewees to define excellent service? Are there times you received excellent service which stay with you? If you receive poor service, what is your response?
What defines excellent service obviously varies from industry to industry. In public facing companies, there should be more focus on Customer Service. In sales heavy positions, there is a specific skillset to master. In other industries, you may be focused on being an excellent vendor to another company. Or you may want to provide excellent service in a partnership.
Regardless of the type of business you are in, Excellent Service can be boiled down to meeting and exceeding expectations.
There are a number of markers of excellent service, three of which are: timely responses, knowing your customer and fixing mistakes (quickly).
- We’re all busy and can forget about an e-mail for a day or two…but timely and CLEAR communication is a key ingredient of excellent service. How do you feel when you are left waiting for an important response, and when it (finally) comes (if it does at all) – your issue isn’t actually resolved?
- Do you know your client/customer well? The customer is always right…right? Find out what their needs are, get to know them, listen to them and use all of this information to treat them well.
- We all make mistakes. It’s how we handle this issue when it arises that matters. Take responsibility. Make it right. Don’t sweep it under the rug and hope it goes away – your reputation will suffer.
Think again about how you respond to either excellent or disappointing service. Do you write a letter telling a company how well someone performed, or how happy you are with their company in general? Do you make noise when the service is lackluster? Or do you just never patronize them again?
|
It would be so nice if people were more likely to give compliments than complaints, and since that isn’t usually the case, think about doing that the next time you receive exemplary service.
Typically, the angered customer or client is the one more likely to say something. And these days, a quick Tweet or Yelp can send your company into a tailspin. Word of mouth may be more important than ever in this age of speedy internet missives, and so you might want to hold up a mirror to see how you’re doing.
|
 |
See this month’s Coach’s Challenge below for ways to examine and measure how you’re doing. Improving your service can only help your company. Those happy customers will refer you to others and increase your bottom line. Do nothing at your own risk!
COACH'S CHALLENGE
This month we’re dedicating our focus to excellence in service. When I ask my clients about their level of service most say that they provide good, if not better than good service to their customers. But excellence…I don’t really hear people declare that their service is at the level of excellence. And you know what…I believe them. In fact, if they did say their service was excellent I would challenge their conviction. Not really because I don’t believe them, it’s not my place to judge. The real question is HOW DO YOU KNOW?
If you think your service is excellent, even if you think your service is better than good…how do you know?
It seems this questions is not actually a question for us as business leaders to answer. The people we should be asking are our clients and customers. If we’re doing an excellent job it is for them to acknowledge.
A very effective and simple way to generate feedback around your service excellence is to use the Net Promoter Score one question survey...
On a scale of 1-10 how likely are you to refer us to a friend? (10 being the highest)
And then follow that up with the key part of the process…
Please tell us a bit more about why you chose your number.
It’s simple. It’s effective. And it gives you a ton of information without much extraneous effort from your clients or customers.
Your challenge for this month, should you choose to accept it, is to ask.
I would love to hear about any creative or effective ways you choose to implement this simple process. As well as your score. And if you want some coaching along the way to help you improve your level of service excellence…I’m here for you!!!
BE EXCELLENT!!!
Coach Troy
Want a few more tips? Here's a quick read article you may find insightful...
These Companies Have the Best Customer Service
|
Hi - It's Jill here!
November is about Giving Thanks. This is when everyone comes out of the woodwork to help serve at a soup kitchen or donate to a winter clothing drive.
My challenge to you is to find a local charity and make a promise to be of service NEXT YEAR. Yes, wait until the holiday rush is over, when volunteers become sparse again, and then lend a hand!
As always, please feel free to reach out to me at any time with questions or needs.
jill@evocexcellence.com
310 902 4163
|
 |
 |
Troy Henson President of EVŌC
has been helping small business owners, entrepreneurs, and professionals create game changing breakthroughs for over 17 years.
EVŌC | www.evocexcellence.com | (602) 300-9301
Scottsdale - Arizona
"Masters of Success Initiate Change" - Troy Henson
|
| 
