* SERVICE POWER: # You are vulnerable at your lowest perception pointDo your job well, your company will prosper and your customers will return, right?
Not necessarily. It depends how well your colleagues do their jobs, too.
You may be the best chef in town with fresh ingredients and fabulous food, but if the waiters are rude, your customers won't come back.
The chef may be great and the waiters polite, but if your cleaner leaves the restrooms a mess, your customers won't come back.
Your chef may be great and your waiters polite, the restrooms sparkling clean. But if your service is s-l-o-w and the billing is wrong, your customers won't come back.
Your entire enterprise is vulnerable at the lowest "perception point" your customers discover: your slowest system, dirtiest floor, darkest corner, worst driver, least competent
technician or most unfriendly staff.
This is true for organizations. It's true for individuals, too.
Have you ever been served by someone capable and skilled, but with strong body odor or bad breath? Would you call them again gladly for service?
Key Learning Point: Customers form opinions through a series of "perception points" - every moment they see, hear, touch, feel, smell or taste your products, people, packaging,
places, promotions or procedures. Your entire business is vulnerable at the lowest point in that chain.
# Action Steps: • Review every point of customer contact.
• Start with your products and systems.
• Identify everything that is obsolete, incorrect, difficult to read, hard to use, confusing or just plain ugly.
• Choose the worst. Make it better.
• Next, examine your people. Find those who are slow, late, uncaring, unpleasant,
de-motivated, impatient or just plain rude.
• Teach them, train them, coach them, motivate them, reward them, encourage them, inspire them.
• But if all that doesn't work, then fire them.
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