In conducting interviews with customers for a new client, we heard our client’s customers repeatedly say, “They have no sense of urgency”. “When you raise a concern or problem, you never know when or if you’re going to get a resolution”. “Getting an order confirmation could take several days”.
Well if you haven’t figured out yet that customers “want it now, damn it” then you’ve been living in a cave for the last 20 years. As a customer you know you want your needs met NOW. Why then when we become managers or service deliverers do we forget that fundamental truth? Why do we forget that what we want as customers is exactly what our customers want.
Have you ordered anything recently on the Web? Sure you have and within seconds of placing your order, your order confirmation appears in your email box. How’s that for fast? The Internet has taught your customers to expect speed – and damn fast speed at that.
How fast is your company at:
Delivering product or services
Confirming orders or returns
Processing the order
Building the product or designing the service
Resolving customer complaints or problems
Returning phone calls or answering emails
Thanking your customer
If you don’t know the answers to the above service factors or more importantly if you don’t have metrics to monitor and measure your speed and quality, then its time to get cracking and insure your team is proactive, fast and empowered to meet your customer’s needs.
If you sell a product, do you maintain enough inventory to serve your customers or do they have to wait for you to restock? If you sell a product that is used in another product, do you proactively inform your customer when you make a change to your product? Do you give them time to recertify your product as a part in their product?
If your business is a service business and not product driven you still have service metrics to monitor. For instance, during our customer interview process we provided weekly updates to our client that included a list of completed interviews, next weeks scheduled interviews and a list of their interview prospects who had not responded. And based on the project's progress, we updated the completion date each week. We anticipated our client’s need to know and made sure they didn’t have to ask us!
Your revenue is dependent upon repeat business and repeat business is dependent upon service quality. Anticipate your customer’s needs! Manage their expectations! ACT NOW! Don’t give your customer a reason to think about getting answers from your competitors.
ACT NOW – Call Catalytic Management today and ask how our results driven service consulting and training can drive revenue, reduce stress and wash your car while you’re driving home to work! 978-562-5001
"We call it infectious impatience. That's his hallmark and we are trying to inculcate it in the entire organization. Infectious impatience. So that things not only get done but get done in double quick time."
"The critical ingredient is getting off your butt and doing something. It's as simple as that. A lot of people have ideas, but there are few who decide to do something about them now. Not tomorrow. Not next week. But today. The true entrepreneur is a doer, not a dreamer."
Inghilleri & Solomon
This is a great overview of what it takes to deliver the kind of service that truly drives profits. While it is short on definitive tactics, it is a great reminder of the elements required to be really customer driven. Easy to read and great for your entire staff.