This can be a prosperous time for the service industry. While people are losing jobs, spending less, and feeling on the edge, the service you provide to your existing customers is critical in building loyalty to your company.
There are many forecasts as to how long this economic downturn will last. I'm not sure any of us really knows... Let's ride it out and remember that current customers will stick with you if serviced well. Join forces with all customer touch points in your company and focus on your existing customers.
Monday, November 17, 2008
Saturday, March 22, 2008
service...it's everywhere
i thought about service today...i do that a lot.
many times service goes unnoticed. my office was clean, the office manager stocked the kitchen, the mailman gave me a big smile, my new computer was simple to set up. i realized how many of these service experiences i take for granted.
i noticed service today as well. great service at the restaurant, the doorman at the hotel offered his assistance, and most impressive...a sales person in target actually walked me to the item i was looking for and provided valuable information.
then there was the service that at times is as simple as listening...letting someone talk it out only to realize the situation isn't as bad as it seemed.
service is part of everyday life. did you notice it today.
i can't wait to experience service again tomorrow. until then, my bed will be of service.
many times service goes unnoticed. my office was clean, the office manager stocked the kitchen, the mailman gave me a big smile, my new computer was simple to set up. i realized how many of these service experiences i take for granted.
i noticed service today as well. great service at the restaurant, the doorman at the hotel offered his assistance, and most impressive...a sales person in target actually walked me to the item i was looking for and provided valuable information.
then there was the service that at times is as simple as listening...letting someone talk it out only to realize the situation isn't as bad as it seemed.
service is part of everyday life. did you notice it today.
i can't wait to experience service again tomorrow. until then, my bed will be of service.
Monday, March 10, 2008
service at a service conference
i'm here at HDI with about 3000 people manning a booth with colleagues, demoing our product, and speaking about my company and virtual workforces (a topic for future blog).
i've already seen the full spectrum of the service experience and the event isn't over yet!
the event lead, cheri, has been remarkable. you can see the detail in the details. real service in action. she doesn't miss a beat.
the business center is one of the best i've seen. robert went above and beyond to reassure me that there was no need to worry...we'd have our order in time...and we did, the second and third order too.
one of the support staff (not from the HDI team) came by to collect $$$. better said, an expiration date for a credit card that didn't come through via fax. i tried very hard to allow room for the stress that must be felt during the final steps of pulling off this huge event, but he clearly could use a dose of the service skills we learn and teach.
yep, the full spectrum.
i hope the projector works tomorrow morning.
i've already seen the full spectrum of the service experience and the event isn't over yet!
the event lead, cheri, has been remarkable. you can see the detail in the details. real service in action. she doesn't miss a beat.
the business center is one of the best i've seen. robert went above and beyond to reassure me that there was no need to worry...we'd have our order in time...and we did, the second and third order too.
one of the support staff (not from the HDI team) came by to collect $$$. better said, an expiration date for a credit card that didn't come through via fax. i tried very hard to allow room for the stress that must be felt during the final steps of pulling off this huge event, but he clearly could use a dose of the service skills we learn and teach.
yep, the full spectrum.
i hope the projector works tomorrow morning.
Saturday, March 8, 2008
give your service rep a break...
often we call service when we are in need. sort of what service is all about... i know i can be on edge, ready to hear 'no', or some lame excuse for not getting what i want. i suggest approaching the call for service in another way. call with the expectation that you'll get exactly what you want (within reason, of course) and save the negative expectation and response should you not get it. i have a hunch the service rep's willingness to serve will increase and your frustration will decrease.
Friday, March 7, 2008
testing service
proactively testing service at a company is a great way to predict satisfaction. contact the customer service team and give it a trial run. you will then have insight into the service you will receive should you ever need it.
Thursday, March 6, 2008
cycles of service
if you have ever worked in service then you clearly know what it is like to hear a complaint...or two.it seems to me there is an obligation here. if you get to complain about service then it is only fair to praise it.the next time you have a good experience tell someone. make one to the people you tell the person who delivered the good service experience. you'll make their day.
let's talk service
well, we've all had an experience with customer service. it can be painful or very satisfying. what makes the difference? did your service experience make you long to visit again...visit customer service...even with the same representative?we're going to talk about this and much more in the future.
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