Winning the Service Masters

The concept of the Leader Board got me thinking.  The traditional use of a leader board is a large billboard showing the scores in descending order of the players in a golf tournament.  What would a Service Leader Board be like?  And, what does it take to make to the top?  Unlike golf, where the person at the business end of the club determines the score, in service only the customer can tell you whether you are in the rough, on the green, or in the hole.  And, their criteria for a hole-in-one are well documented.

First, customers want their needs met—the fundamental expectation that drove them to you in the first place.  And, they want their need met with minimal effort on their part and with a keen sensitivity to their precious time.  They want an offering delivered at a fair cost—time, price, fee, etc.  Do all these things well, and you shot a par—the minimum.  Par rarely gets you at the top of the Leader Board.

What lands you the recipient of their cheers is creating an experience that stays in their memory like a getting green jacket at Augusta National.  The more the customer experiences personalized service that leaves them confident, the higher your score.   Make a mistake and they evaluate you on how quickly and smoothly you got out of the service sand trap.  What is your service handicap?  How can you win the service masters tournament?

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."
This entry was posted in Customer Centric, Customer Delight, Customer Devotion, Customer Experience, Service Recovery and tagged , , . Bookmark the permalink.

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