Gain a competitive advantage by providing excellent service
The quality of a product is good if it meets or exceeds our expectations. The quality is poor if the opposite is the case. As consumers, we are often disappointed. Our expectations are not met and we perceive the quality of the product to be poor.
There are many reasons for poor quality
Products and services have become so complex and are made up of so many parts that mistakes are always bound to happen somewhere along the line. Employees change jobs and don’t receive adequate training. The authorities issue increasingly complex rules and regulations. Growing specialisation makes it difficult for the individual to see the big picture.
The world demands service excellence, and that demand is on the rise. Customers and users are becoming more demanding. They are no longer willing to accept inferior service or quality. It’s time to listen to public demands because it has to be understood that excellence in customer service pays.
A growing number of businesses now realise that investing in service excellence is one of the most profitable investments they can make. It costs much less than doing nothing. Many businesses spend 25% – 35% of their turnover on repairing sloppy mistakes, correcting defects, resolving internal conflicts, and dealing with complaints. Poor service damages a company’s image and costs inestimable sums of money.
Surveys confirm that most consumers do not complain directly about inferior service. They use social media to trash the organisation and then switch suppliers. Instead of benefiting the company, the experiences of dissatisfied customers merely serve to frighten away future customers.
Investing in service excellence yields:
- Satisfied customers.
- Increased repeat business.
- Increased referral business.
- Improved finances.
- Increased well-being.
- Lower staff turnover.
- Less absenteeism.
- A better corporate image.
Surveys show that service excellence captures a greater market share than lower prices. Organisations cannot ignore service excellence. It should be integral to business planning along with budgets, audits, and process design. Service excellence isn’t always free, but it’s always cheaper than the alternative.
The Executive Wisdom Revolution of Service Excellence is, first and foremost, a way of thinking about quality in service. Instead of just concentrating on product quality, the new quality awareness also embraces the quality of the individual’s efforts. It’s no longer just a question of producing high-quality products and satisfying customer expectations, but also of inspiring the people who deliver the service to do their best. The new thinking completes and enhances the old ways by adding new dimensions to the idea of service development: improving human relations, strengthening communication, building team spirit, and maintaining high ethical standards.