Alessandra.com
Workshop:
What Is Your Service Advantage?
part
3
The
Personal and Performance Level
Personal
level percentage of positive experiences.
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Performance
level percentage of positive experiences.
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For most people the average has been 25% Performance
and 75% Personal. How we get treated as a person-a
valued customer-has the greatest impact on our
perception of service.
Does
this mean that the Performance level is not
that important to customers?
No.
Think about it. When some organization does
the Performance level well, what is our reaction
as customers? - (Shrug) "Well, yeah that's
what I paid you for."
Let's
take a personal example.
When
you got up this morning, you groped your way
to the bathroom to go through your morning ritual
to get ready for your day. When you reached
out, flipped the switch and the light came on
did you say, "Yes, power company, you did
it again!"
No.
Why?
You
expect the light to go on when you flip the
switch. You expect the power company to Perform.
It's only when it doesn't that you even notice.
The
majority of what makes service stand out in
the customer's mind is the Personal level-the
way we get treated as a customer, while doing
business.
Another
thing to consider.
The
amount of control or influence you have at each
level. How much control do you have over Performance
level items like - prices, policies, procedures,
and the environment? Usually, not much. Now
you do have control over the tasks you perform-ringing
up the sale, providing accurate information,
returning phone calls, etc.
How
much control do you have over the Personal level--how
you treat the customer?
100%
of this level is under your control. The part
with the largest impact on customers' perceptions
of quality of service, is under your control.
See you really are the service advantage. The
way you interact with your customers has a tremendous
impact on their satisfaction and whether they
become loyal customers or not.
Quality
service is meeting or exceeding the customer's
expectations. Often people think exceeding the
customer's expectations means "going the
extra mile." But, go back and think about
the experiences your group shared. Did the people
who created those experiences really go a mile
out of there way? Usually the answer is No.
They didn't go a mile. They just did a little
bit more than you expected or have gotten use
to. They went the extra inch. The value-added
inch. The inch that can make a big difference.
To
create the Service Advantage takes doing just
a little bit more than your competition. Little
things make a big difference.
What
can you do to add that "extra inch"
of service with your customers?
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