A usual problem that service companies face is that they are often either unaware of service problems, or are under the illusion that service is good.
On the one hand, we have experience with some services that are amazingly efficient, dependable, and organised, and on the other, we suffer through amazingly frustrating unbelievable bad service like being put on indefinite hold during service support phone call.
Most people, if they have any choice, will not tolerate such bad service.
Where there are alternatives tolerance for bad service disappears.
Service companies need to understand that they aren’t competing with bad or good service in itself. They are competing with service expectations.
Typically, most small to mid-size companies struggle to maintain adequate levels of service. Rarely do they give conscious, deliberate, intensive thought into how they can improve the services.
Service companies or Customer service departments need to understand that if they are marketing regular or stellar service to their customers, they need to stick to it as the customers tend to Expect what they communicated. And this, being a Marketing issue, can bring up or down a company’s Results, its success or failure.
Are you selling services? Don’t forget to get real!