My neighbor next door to my getaway river house is renovating his house. He recently bought it and decided to add a large screened porch on the river side, a carport, and an extra bedroom. His construction steps have been well-planned: he brought in new clay for a solid grounding over which he poured a four inch concrete slab that supports four by four wooden columns. When it is finally finished he will have more room for guests, more space for enjoying the river scenery, and a stronger reason to make the long drive to the river house.
Service renovation can be a smart step in creating greater customer loyalty. But, like my new neighbor, it smartly starts with a solid grounding and a sturdy foundation. Take a serious and detailed look at the processes that drive your customers’ experiences. Are they built for your convenience or with your customers in mind? Do your selection procedures sort for only new employees with an obvious service attitude? Do your employees have the training, resources, authority and support they need to go the extra mile for customers? Is the architecture of your customers’ experiences crafted to ensure maximum value with minimal effort?
If you start with a solid foundation, you can build experiences that your customers will enjoy. In the end, you will have to make room for more customers who are eager to get the scenic view of your offering and committed to driving up your growth and becoming strong advocates.