Service Attic

The attic!  It was a great place to hide during hide and seek.  If you wanted a trip down memory lane, it was the best place to go for artifacts of the past.  And, every celebrated season—Halloween, Easter, you name it—had special stuff stored for an annual delight.  It was a treasure trove of forgotten toys and rarely-used tools.  There were also important things up there—old tax records, special photos, manuals for how to repair the furnace, and survival items in case of an emergency.

Attics are important for every household.  They are also important for great service. Some things are now “atticed” (that’s attic as a verb!) on the computer.  Some might be in a warehouse.  But, access to the service attic, in whatever form, is important to great service.  It means employees can research, recover, and repair.  It means customers know they are dealing with an organization with depth, not a house of cards with a superficial storefront.  What’s in your service attic?  How can you use your service attic as a powerful resource?


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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