Taking Care of Your Service Sandbag Wall

The wooden seawall around my lake front home finally lived out its usefulness.  Since wooden seawalls on a very active lake only last about ten years before requiring pricey repair, we elected to replace it with a permanent granite sea wall.  And, building a new seawall on a full lake is a fascinating process.

The construction crew first created a wall of sandbags three or four feet out in front of the old seawall.  All the water between the two walls was pumped out and the old wooden wall removed.  A concrete footing laced with steel rods was then poured and a new concrete wall built.  The granite stone was veneered on the visible side and top of the sea wall.  Finally, fill dirt was packed into the land side of the new seawall.  Once the construction was completed, the sandbag wall could be removed.  Throughout the construction great care was taken of the sandbag wall since all work depended on its maintenance.

Service has a sandbag wall side that protects the core part of service.  A core part of any restaurant service is the food.  The sandbag wall part is a clean parking lot in front of the restaurant that protects customers from worrying about the cleanliness of the kitchen.  A competent-sounding nurse (the sandbag wall part) protects the patient from anxiety about their medical care (the core offering).

What is the sandbag wall part of your service offering?  What steps can you take to make certain that key part gets the care and maintenance to ensure customers never experience uncertainty or apprehension about your core service?

About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
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