Quality vs Quantity
Business’ are under an enormous amount of pressure today to provide results, due to the current global economic crisis. Either in sales or outcome/target driven business’, the business world is in danger of compromising the services provided to the customer. The danger is losing sight of the goal of the business – which essentially needs to be about providing a quality service to customers, what ever service you are providing. The UK has become a service provision industry, therefore, we need to ensure the service is about quality over quantity!
Top Heavy Management Organisations
I have experienced many organisations with a ‘top heavy structure’ and unfortunately, they are all too unaware of what is really going on at ground level. Results bring pressure and pressure inevitably creates a ‘cutting corners’ approach and ineffective management styles. This will of course compromise the quality of the service provision and also the staff turnover, which in itself is an added expense to business’.
When Coaching a variety of business’, unfortunately I have witnessed the focus being shifted from the customer to the corporate results. Of course results are essential, but rarely have I seen a business focus their attention genuinely to the needs and satisfaction of the customer and ensuring their needs are met consistently, which is the only way to maintain results.
Customer Evaluation
Do you regularly ask your customers to evaluate their experiences of the service you provide? If not, why not?
Resources
I have experienced far too often, that organisations are cutting back on resources; both in staff levels and in the relevant equipment required, in order to provide the service needs of the customer. This is the main downfall of many business’. Staff are regularly put under pressure to provide results and threatened with disciplinary action or even redundancy, if they are not producing results. However, without the level of resources required and quality customer service training for staff, they can not provide the quality service in order to produce the results.
Mystery Shoppers
Every one of your customers, needs to be treated as a Mystery Shopper and seeking regular Customer Evaluation, would help to guarantee a quality provision to the customer which in turn, guarantees the ongoing success of the business.
Pressure sales are not the way forward! We all know what we do and how we feel, if we are put under pressure to make a purchase, or buy into a service!
Reflection
Customer Evaluation assists you the business, in developing your customer service, if you truly listen to what the customer has to say in their evaluations and take action on any negative customer feedback. Remember, you would not have a business without the Customer. Every one of us has a unique requirement, in terms of customer service. Therefore, business’ need to ensure that their service meets the needs of the customer who is essentially seeking their assistance or to purchase a product.
Let us not forget – The Customer is Always Right!
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