 Necessary and Sufficient |
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Do you remember your middle school science class? To create fire, you need (1) combustible material, and (2) oxygen, and (3) heat. It takes all three together in the same time and place. If you're missing any one of them, you cannot build a fire. In the same way, Remarkable Customer Service is not achieved through emphasis on a single effort or one program. Yes, it does include excellent face-to-face contact — and much more. It includes great signs and follow-up procedures — and still more. It is like a complex three dimensional puzzle. Many people think of Customer Service as "being nice to Customers" or "The Customer is always right." That's part of it — but it's far from enough to be seen by Customers as delivering Remarkable Customer Service. It's necessary, but not sufficient. Great front-line Customer Service is necessary — you cannot achieve greatness without it — but it is not sufficient. Excellent Customer environment is necessary — your place must be set up for maximum Customer positive impact — but it is not sufficient — you need more! Flawless, fast Customer processing procedures and systems are necessary — but not sufficient. In addition to being nice, the small business needs a coordinated, orchestrated, comprehensive approach to all dimensions of the Customer experience. It's a much larger view of the Customer interface than simply the brief moment of contact. In popular literature, it's called being "Customer-centric" — putting your Customer at the center of your business structure and building every facet and detail of the business so as to create, delight and retain them. To achieve consistently Remarkable Customer Service, you need to design your entire business, from decor to processes, from employees to environment from the perspective of the Customer. It's their opinion that counts — and they pay all the bills! |
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Our purpose is to help small businesses, institutions and agencies deliver remarkable Customer Service which results in improved profit, Customer satisfaction and loyalty. |
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PO Box 617468 • Orlando, FL 32861 • 407-668-6466
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