Standards, policies, procedures, processes, practices and systems are put in place as a means to replicate the specific performance and experience expected by your customers. If employees fail to follow those guidelines, it is impossible to guarantee the results will be consistent. Consistent enforcement of the defined procedures and processes is the key to consistent service.
Your employees need to realise the importance of performing their work and following your standards exactly as designed, and they must commit to do so each and every time. This is when training is essential. You should teach your employees how to consistently perform their tasks according to your standards.
Fast-paced work environments and complex tasks can often make it a challenge to pay close attention to the details of every element of your job performance. But overlooking details can sometimes be costly, detrimental to the quality of your work product, or in some cases, even dangerous.
For the true success of your ventures, detailed oriented skills and caring for details are crucial. An eye for precision and accuracy and a sense for diligence are qualities which are expected in order to deliver high quality service.
In a highly competitive service environment, meeting customer expectations is just not enough. Getting away with being average is no longer an option. Successful companies strive to not just meet, but to exceed customer needs and expectations. Nothing impresses a customer more than an employee who goes, “above and beyond the call of duty” to ensure total customer satisfaction.
When you exceed customer expectations, you create customers who spend more money, purchase more frequently and help you acquire more customers by sharing their experience. We have talked about it in the very first buzz, customers’ expectations are changing and over-delivering is one of the best strategies to keep your customers’ advocacy.