Excellence Service Tips Part 1

1. To achieve service excellence, you must underperform in strategic ways. This means delivering on the service dimensions your customer value most, and then making it possible-profitable and sustainable-- by performing poorly on the dimensions they value least. In other words, you must be bad in the service of good.
2. The primary obstacle to service excellence is not the ambition to be great, but the stomach to be bad. This is an emotional obstacle.
3. It's difficult to compete without understanding your customers' needs and how well your competitors are meeting those needs. Fortunately, customers are typically very willing to give you that information. And it's cheap and easy to ask them for it.
4. There is an important distinction between marketing and operating segments. Marketing segments tell us how to identify and communicate with different kinds of customers. Operating segments tells us how to serve customers differently. There is rarely a one-to-one mapping between these segments.
5. There are 2 key ways to improve service: (a)meet your customers' existing needs more effectively, or (b)convince your customers that they need something you already do well.
6. There is a different between financial models and service models. Service companies need to be "bilingual" to excel.