Consistency Lends Comfort to Customers

Bigstockphoto_customer_support_centCustomers like to know what they are getting – and they like to know that they are getting something good when they interact with your company.

I was talking to one of my team mates yesterday about a report he was working on. In the spirit of practicing what we preach and of continuous improvement, we were discussing some positive changes we could make to the monthly Service Quality Assessment report for our client. When you report data on a regular basis, it’s easy for the data, the charts, the graphs, and the issues to feel stale after a while. We were discussing ways to bring a fresh approach to the report for the client. At the same time, I don’t want to make a complete visual overhaul, either.

One of the reasons for having a quality program, for monitoring your customer’s experience, for coaching your employees towards a common service delivery is that you create a customer experience that the customer can count on. The customer feels safe interacting with your company. They know what they’re going to get.

Nothing destroys customer loyalty like an inconsistent experience. If I call your company today and get your best CSR on the phone, I’m going to walk away feeling GREAT. I might even give you some positive world-of-mouth to my friends, family and colleagues. But now the bar has been set. I have an EXPECTATION of the service I’m going to receive when I call again.

Now I call your company back and get one of your worst CSRs on the phone. Not only have I had a poor experience, but you have DISAPPOINTED me by falling far below my expectations. That’s a double-ding to my customer satisfaction.

Raising your service delivery to a consistent, World-class level requires:

  3 comments for “Consistency Lends Comfort to Customers

  1. March 5, 2008 at 10:31 am

    Great post, Tom. And thanks for the shout out.
    You’re right. The danger with a customer having a first great experience is that they expect it from then on. The onus is on us as companies to make sure – beyond just about everything else – that that consistency is there. And in a lot of cases, that remarkable, consistent experience becomes the thing that is talked about…sometimes even more than the product or service.

  2. March 5, 2008 at 11:06 am

    RIGHT ON, Spike!
    Isn’t the ultimate compliment to have a customer say, “every time I call I get great service!”

  3. Lisa Fields
    March 8, 2008 at 6:01 pm

    Recently my daughter and I received excellent service from our waiter in a local restaurant. When I asked to see the manager to give him the “good news” he was “less than splendid.” I asked how they rewarded their employees. I hoped to hear that there were comments posted,other rewards, etc. The manager simply said “Good waiters get good tips.” I then found out he didn’t even pass the complement back to the waiter.
    After having a wonderful experience with the waiter and then being so disappointed by the manager I began to think to myself “You know I think we are eating out too much.”
    Isn’t that a turn around story?
    Thanks for another great blog Tom.

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