Surface Ripples

Either It Works...

… or it doesn’t.  How often have we been in situations where the service we received was just “seamless“?

Equally, how often have we experienced the complete opposite, when the best description might as well be “train wreck”?

I’ve experienced both.  What I can’t remember is whether the “seamless” occasions outnumber the “train wrecks” or the other way around. 

The problem is that our brains are designed to remember bad experiences.  It’s part of our survival mechanism to ensure that we avoid dangerous situations.  As a result, we’re more likely to remember the bad experiences than the good ones – the ones that aren’t dangerous). 

When it comes to products and services, what’s going to happen?  Of course, people will remember the bad more than the good.  They’ll also tell their friends and can now put their experiences out on social media, multiplying the downside. 

If our service or product are consistently good, people won’t stop complaining, but they’ll be more forgiving (as long as we fix things fast).  I recently received a newsletter from one of my favourite service coaches about his recent experience at a new café. To put not too fine a point on it, he won’t be going there again (but he’s given the name and location to his followers…). 

If our service or product are consistently good, people will come back for more - and recommend their friends (and others on social media).  

If our service or product are consistently good, our sales increase. 

If our service or product are consistently good, our business becomes more profitable. 

If our service or product are consistently good, people will be more forgiving when we make mistakes – as long as we apologise and put them right fast. 

Finally, if we treat our staff as customers, they’ll be happier, can earn more, get promotions, be successful and will care for their customers. 

What can we do to make sure that things work as well as possible (if not better) in our businesses?  What can be adjusted easily?   What may take longer or need more effort?

I’ve spent more than half my life delivering change in different world markets from the most developed to “emerging” economies. With a wealth of international experience in international financial services around the world running different operations and lending businesses, I started my own Consultancy to provide solutions for improving performance, productivity and risk management.  I work with individuals, small businesses, charities, quoted companies and academic institutions across the world. An international speaker, trainer, author and fund-raiser, I can be contacted by email. My website  provides a full picture of my portfolio of services.  

Labels: Customer Care, Leadership, Productivity, Selling, Teamwork

posted by William Martin @ 14:24