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Make Your Small Business a Winner: Quality of service

by Anna Hipkiss

Ask yourself what you most value about a purchase you have made. Of course it may be the features of a new mobile phone, or the performance of a new car – pure product characteristics. Almost invariably, though, this impression will be greatly enhanced if you received good service in the buying process. When it comes to obtaining services rather than products, such as good plumbing or financial advice, then quality is the very thing you are buying, and it becomes critical.

Everyone complains about call centres, about unhelpful responses or obstructive systems that make it hard work for you, the customer. Incredibly, we all seem to feel strongly about these things, yet many are happy to inflict them on their own customers!

The secret of good service is to know your customers, and if you can’t know them all, then know enough to give you a good sample of their views. Know them by talking to them, phoning them up, asking them what they think. Know them also by stepping into their shoes, and seeing and experiencing your service through their eyes.

In today’s world, excellent service makes you stand out a mile – it buys loyalty, recommendations and referrals, which translate straight to your bottom line.


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