In highly competitive times it makes sense that good service is good business. Even though customers are not particularly loyal, providing great service consistently and over a long period of time makes it all the more difficult for your competitors to attract your customers away from you. While your customers will try out the competition, if they do not receive a higher and consistent standard of service than your organisation provides, then your customers will come back and be less inclined to try out the competition again.
Implicitly your customers will trust you (just as you, in turn, trust your staff). It is however, good practice to maintain a healthy tension about your customers trying out the competition. The day that you either think that you don’t have any competition, or the day that you stop providing good service on a consistent basis, is the day that your organisation will start to decline.
No job is secure. But good, consistent service increases the security of every job, every department and every organisation. Good service IS good business!
Quote from a participant in one of our research activities
"Great service actually feels good. It feels good for me, it feels good for the people I’m serving and it keeps the business humming along. To me, good service just makes sense."
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