Comments on: Customer Service Defined http://ericbrown.com/customer-service-defined.htm?utm_source=rss&utm_medium=rss&utm_campaign=customer-service-defined Technology, Strategy, People and Projects Wed, 23 May 2012 07:10:15 +0000 hourly 1 http://wordpress.org/?v=3.3.2 By: Eric Brown http://ericbrown.com/customer-service-defined.htm#comment-226 Eric Brown Tue, 21 Aug 2007 03:38:22 +0000 http://ericbrownpm.com/2007/08/14/customer-service-defined/#comment-226 So true Scot. Doing what you said you will do when you say it will do it is the key and most organizations don't quite get it...or aren't able to do it because of their processes and/or organizational structure. So true Scot. Doing what you said you will do when you say it will do it is the key and most organizations don’t quite get it…or aren’t able to do it because of their processes and/or organizational structure.

]]> By: Scot Herrick http://ericbrown.com/customer-service-defined.htm#comment-225 Scot Herrick Mon, 20 Aug 2007 21:45:02 +0000 http://ericbrownpm.com/2007/08/14/customer-service-defined/#comment-225 You will note in this sequence the amount of "saying what you will do" and then "doing what you say you will do." Tremendous confidence can be built that the problem will be solved before the person ever shows up. Go over troubleshooting steps (the guy has a plan!). Didn't work; will call first thing with schedule (and then does!). Gives a time and promises a call 30-minutes out (man, does this guy deliver!). The biggest thing repair and installation companies have against them is consumers believing they will actually solve the problem. You had no doubt he was going to fix the problem when he got there, right? And even if something went wrong and he needed a part or something, you would have thought he knows what he is doing and is on it as compared to "can't these repair people have the parts with them?", right? All because he answered the phone, promised to call, promised a time, and promised a call 30-minutes out before he ever got there. And then delivered. This stuff is very simple. It's just really hard for companies to execute. You will note in this sequence the amount of “saying what you will do” and then “doing what you say you will do.”

Tremendous confidence can be built that the problem will be solved before the person ever shows up. Go over troubleshooting steps (the guy has a plan!). Didn’t work; will call first thing with schedule (and then does!). Gives a time and promises a call 30-minutes out (man, does this guy deliver!). The biggest thing repair and installation companies have against them is consumers believing they will actually solve the problem.

You had no doubt he was going to fix the problem when he got there, right?

And even if something went wrong and he needed a part or something, you would have thought he knows what he is doing and is on it as compared to “can’t these repair people have the parts with them?”, right?

All because he answered the phone, promised to call, promised a time, and promised a call 30-minutes out before he ever got there. And then delivered.

This stuff is very simple. It’s just really hard for companies to execute.

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