We’ve talked more than once about how critical service is to Branding the Experience for our clientele. It amazes me in this competitive market we live in just how frequently simple acts of service are just simply messed up on a continual basis.
A prime example is how often at restaurants I have to ask for a glass of water twice, and sometimes more, before it’s actually delivered. As big a proponent I am of branding through excellent service, I generally expect to tip 20%. Each time I receive a negative service experience from my server, every withdrawal from the emotional bank account equals a subtraction from that tip. A couple withdrawals usually equates to a non-return to the establishment…ever.
It’s not just restaurants. Recently I visited a financial institution that ignored my existence for 15 minutes even though they weren’t busy. I went to an office supply store and couldn’t find anyone that could answer a simple question about their projectors. I’m glad I didn’t have to see a doctor this week or that might have led to even more bad service at a funeral home!
The solution to the problem lies in the culture that supports the brand, particularly in the form of service standards.
Want to learn more about establishing service standards that work? Contact BTC at 714–681–2821 or firstname.lastname@example.org.