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Free Your Mind…and Provide Better Service
As the weekend approaches, I find myself thinking about what Netflix selections might be awaiting me in my mailbox. And then I start thinking about 10 years ago when I had to drive to a Blockbuster, go in, rent a video, and then make the return trip before late fees started accumulating. Remember those days?
I bet Blockbuster remembers them a little more fondly than we do. In my opinion, Blockbuster missed one of the biggest business opportunities of the late 20th century. They became arrogant because they were the only game in town. As the Internet gathered steam, instead of looking ahead to an online video rental business segment, they remained confident that their in-store model was the only one that would work. They missed the opportunity because they were bound by their existing service model. They were so confident in its longevity that they forgot to anticipate what their increasingly web-savvy consumers would want.
Industries that fear change and feel bound by their existing service models are doomed to fail. Evolution is at the heart of business; if you are unwilling or unable to reinvent your services to meet or, better yet, anticipate the ever-changing demands of your customers, you better believe a competitor will.
Stay ahead of the game by identifying your forward-thinking customers and continually trying to outpace their needs with your service offerings. Look at changing service models as opportunities, not challenges. You’ll be amazed at how this change of perspective will inspire creative ideas. Freeing your mind may be the key to providing better service.
I want to hear from you! Respond to one, all or none of the questions below. I just want to hear your thoughts!
· Do you agree with me? Do you think being bound by current service models or offerings predicts failure?
· Do you disagree? In what industry do you think it might make sense to keep service offerings the same?
· Why do you think Blockbuster missed the online video/DVD rental model opportunity?
· Are there any companies that adapt to consumer needs very well? Any that don’t?
Post your response!
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Service Recovery
Remember a few years ago when Southwest Airlines was blasted in worldwide media for allowing passengers to sit on the runway for 8 hours? You don’t? Don’t feel bad—many folks don’t remember this. And this is a comment on how effectively Southwest recovered from this service snafu. In fact, many people now identify Southwest as the leading service provider in the airline industry. So, how did they do it and how can you?Fact: Everyone makes mistakes. It is going to happen, no matter how much time and how many resources you dedicate to superior service practices. The question is how can you make a Southwest-like recovery? Below are a few steps that should guide your service recovery strategy:
- Acknowledge that a mistake was made and approach the situation as a challenge (i.e., I can save this client/consumer relationship).
- Listen to your client’s complaint so that you fully understand the problem and its implications for the client.
- Identify the source of the mistake. What was the cause of the problem? Was it a technical issue? A miscommunication? An inability to clearly define and/or meet expectations?
- Meet internally with employees involved in the service glitch to figure out a comprehensive service recovery strategy.
- Meet with the clients to present the recovery plan. Be sure that the plan includes some “easy wins” for your company (short-term, easily attainable goals that will serve to restore confidence in the relationship).
I want to hear from you! Respond to one, all or none of the questions below. I just want to hear your thoughts!
- Do you agree with me? Do you think a service recovery process should follow the steps outlined above? Do you think there are additional steps that should be added? Or changed?
- Do you agree or disagree with the following statement: organizations must be twice as good at service recovery as they are at service delivery.
- Do you have an example of a company that has performed a service recovery exceptionally well? Or that has completely botched a service recovery effort?
Post your response!
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The Gain of Our Loss
When I was a child, my grandparents had a wood-burning stove. One day (despite repeated warnings from both my parents and grandparents), I had an inexplicable urge to place my stomach on the stove. I got burned. Badly. And ever since then, I’ve been extremely conscious of the power of heat. I’m always hyper-alert when I’m cooking or around open flames and extra aware when other children are around heat. It was a painful lesson, but one that has served me well.
Read more: The Gain of Our Loss
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Connecting the Dots
It’s no secret—in the current economic climate, people are expecting more for their money. Good service isn’t enough; let’s face it, great service isn’t enough. Consumers want to know how the services or products their vendors are providing contribute to their overarching plans and/or expectations. Think about it, when you were little and you were engaged in a “connect the dots” image, what was more fun? Connecting one dot to another or seeing the completed image you created when all dots were connected? A no brainer, right?
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Presidential Service
On Tuesday, January 20, I was a part of history. I went to the inauguration of Barack Obama, our country’s first black President. I was expecting momentous, I was expecting excitement, I was expecting cold, and I was expecting crowds. What caught me by surprise was the courtesy. From the moment I stepped onto the metro, I noticed that people were being more aware—and courteous—of their fellow man. This idea of “coming together,” although it sounds a bit cliché, was in action. Was it just the day? This moment that we were excited to share? Or was it more?
Read more: Presidential Service
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