Feel free to correct me, but I don't think anyone has ever promised bad service in their marketing materials. It's pretty obvious to every business person, either on or off the planet, that good service is essential if the business goal is to "live long and prosper".
Why then, if good service is so important, is it so much the exception rather than the rule of thumb?
What does your company actually do that qualifies as good service?
Do you evaluate, on an ongoing and formalized basis, the quality of your service?
Do you follow the "no news is good news model" and assume if you don't get a complaint that all is good and well?
The next post will be the 13 Commandments of Good Service
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