What's in it for your customers?

When you UP Your Service! for customers, they get a lot!

• Better service means customers receive greater value from each of their purchase decisions.
• People don't just buy products. They ask for help when making decisions, require support during installation, need training to maximize usage and expect reassurance if things go wrong.
• Quality service provides customers with enjoyable and emotionally rewarding experience. It makes people feel good about themselves and their decision to do business with you.
• Customers who receive excellent service feel positive and secure about their choices. In a world filled with complaints and complications, people remember the times when " i made the right decision."
• Superior service lets customers face the future with confidence, knowing that questions and problems will be handled in a professional way.
• Red-carpet service expands your customer's network of trusted service providers.

Expected is just the average

Expected is nothing special. It's the average, the usual, the norm. This is the taxi driver who knows the address but makes no effort to welcome you to town. It's the train that arrives on time. It's the photographer who takes your passport photo but does nothing to adjust the lighting. This is the museum with artifacts but no engaging narrative or unusual exhibits. It's the website that welcomes your order, but only if you live in the USA.

Are you doing the same as everyone else? Are you nothing more than expected?

Expected products and services

• The product does what is supposed to do. It performs according to standard specifications.
• The product is properly package and the instructions are clear. Questions are answered by studying the operating instructions or the enclosed user's manual.
• The price is on par with the industry average. No special terms are offered or allowed.

Expected delivery systems

• The correct product arrives at the right location, at the right time.
• The delivery personnel are efficient. They know how to handle installation without any problems.

Expected service mindsets

• The staff make eye contact and say "Hello" when they greet you. On the telephone, they identify themselves by company an by name.
• Staff say "Thank You" at the end of your transaction. They are willing to help if you have questions.

Expected relationships

• The company keeps track of who you are and what you've purchased. If you have any questions in the future, they will be able to review your order.
• If you are big customer, the company sends you a holiday card at the end of the year.

Basic is the bare minimum

Basic is so disappointing.This is the taxi driver with smelly car who gets lost on the way to your destination. he makes no conversation, no apology and no effort to help you with your bags. This is the newspaper delivered wet; the restaurant that is sold out on the one thing you really want to order; the waiter who forgets to bring your dessert and your change at the end of the meal. This is the fitness club with not enough shower rooms and no hot water.

What about your people and your business? Are you disappointing?

Basic products and services

• The product is outdated, almost obsolete. It works, but doesn't have any of the latest features or improvements.
• The product comes with instructions that are too technical, complex or simply not enough. You struggle to get results.
• The product is overpriced. The discount is a sham.

Basic delivery systems

• The product arrives in multiple packages which come at different times. It takes a while to get all the pieces together.
• The product arrives damaged from the shipment; torn, scratched or dented. The delivery folks leave you to file your own report for replacement or compensation.
• The installation takes much longer than expected. It is obvious the technicians are amateurs using your project for on-the-job training. They leave your place in a mess.

Basic service mindsets

• The staff clearly don't care about you. In fact, they don't care much about anything except leaving work and getting paid.
• The staff have no clear understanding of the products or company procedures. The are untrained and immature.

Basic relationships

• The company makes no effort to appreciate you for your business. They think they are doing you a favor.
• The company leaves your personal order information in clear view for other staff and customers to see.

Criminal belongs in jail!

Criminal is so bad, it violates minimum expectations. This is the taxi driver with lousy attitude driving a vehicle with broken headlights who thinks he's competing for first place in the demolition derby.! It's guys who says,"I'll call you back this afternoon", and never bothers to call; the bank with errors on your monthly statement; the website screaming "Order Now! Satisfaction Guaranteed!" .... but they never acknowledge, process or reply to your order.

Now look carefully at your people and your business. Are you in violation?

Criminal products and services

• The product is defective upon arrival, or stops working shortly after purchase. The telephone doesn't work. The food is rancid. the hotel toilet overflows. The car won't start.
• The product scratches, leaks or explodes. it damage other products, people and professional reputations. The new software package contains a virus. the insect repellent cause rashes. The furniture polish strips off the finish.
• The advertised price disguises the true cost of ownership.

Criminal delivery systems

• The right product is delivered to the wrong person or to the wrong location, or is never delivered at all!
• The wrong product is delivered to the right person; too many, not enough, incorrect size, wrong style, different color, outdated version is done badly or obsolete model.
• the installation is done badly, causing damage or delay.

Criminal services mindsets

• Staff are rude, crude, arrogant, ignorant, insulting or offensive. They laugh at customers who don't understand, and humiliate those with problems. They complain loudly about their jobs, their colleagues and customers.

Criminal relationships

• The company pretends to be interested in long-term business, but takes action only for immediate profits.
• The company lies, cheats or steals from the customer, or shares proprietary information with your competition.