Building on the book from last month where the author presented an interesting view on the four keys to service which include service offering, service funding mechanisms, employee management systems and customer management systems.
- Service offering—you can’t be good at everything. Trying to be great at everything usually means that you are pretty good across the board which means that you are better at things your customers don’t care about and not as good at things they really care about. Look at your offering and identify what you need to be an “A” at and what you can be a “D” at instead of a bunch of “B-’s”.
- Service funding mechanism—someone has to pay for it. You can charge customers (don’t break the initial contract though), you can add innovation that saves cost, you can reduce costs that improve service or you can get the customers to do the work for you. Ultimately, you still have to be profitable.
- Employee management system—train, train train. Make sure that the process and tools are in place for your team to succeed. Add a culture fit filter before they are hired and you are off and running.
- Customer management system—have you positioned how the relationship will work? It starts with picking the right customers for your business (again do they fit “who” you are) and continues with training them in how to best work with you. Think of Starbucks and Seinfeld’s Soup Nazi.
You need great service to be in the game. Make sure you are great at what your customers love about you.
If you need help coming up with your service game plan, reach out to your local ActionCOACH business coach.