The Highway to Great Service

They rebuilt a major highway nearby.  It was interesting to watch the transformation process.  After using a big, ugly machine to gobble up the old roadway, the construction crew brought in new dirt for the roadbed.  It was perfectly leveled with newly carved ditches on either side.  Then, a layer of gravel was followed by a layer of asphalt and that step repeated several times like making a layered cake.  Each was packed and leveled.  Finally, the last thick layer of asphalt was poured, dried and packed again.  New center and sidelines were painted on the cold black surface and shiny road signs were added.  Grass was planted along the sides of the new highway.

Any motorist enjoying the final highway would no doubt notice the shiny surface, green grass and colorful markings, giving little thought to the meticulous foundation under the roadway.  Customers are like the motorists on the highway to service after construction.  We do not trouble customers or motorists with the toils and challenges of the foundation.  However, without it, we get potholes, ruts and erosion.  Make sure your customers enjoy the beauty of their service experience.  But, make sure underneath the surface of that experience is a solid foundation carefully crafted and maintained.

 

 

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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