Bad service happens all by itself – you don’t have to lift a finger. Great service on the other hand is the result of a very clear intention to create a company where service is something that we live and breathe.
From Noise to passion
In a world of abundance there is to much of every thing, and the world does not need a new type of can opener, hoover or dishwasher, nor is there a lack of places to eat, sleep or be entertained. Attracting new businesses is therefore no longer a question of making more noise than all the others but to get the sweet whisper of word of mouth going. This means shifting our focus from being “noisy” to developing passionate ambassadors.
From satisfied to passionate
Is a satisfied customer the same as a passionate customer? The difference may seems small but in reality there is a world of difference. The next question will then be what does it take to turn a satisfied customer into a passionate enthusiast? To some people this is a hopeless question, and they will tell you that it’s such an individual judgement that there is not just one right answer. But when we interview people who are passionate about their service experience we get a very clear idea, that there is a red tread that goes though all these descriptions of fantastic experiences.
The way we deliver service
The abillity to both maintain and attract new customers depends on how you deliver your service product. The courses and training in Service By Design is based on a firm belief that service products are marketed through the ‘experience’ that you give the guest. It is how well you deliver your service product that is the key to building traffic. And the key to deliver great experiences is more than ever linked to having the right team. Service by Design is based on the theory of Service Profit Chain – how to transform satisfied customers into fiercely loyal customers, and how a focus on internal quality can help create the value that outstanding companies are built on.
From good to outstanding
So how do we create and maintain outstanding service in our organisation? We have to look at companies, people and situations from a holistic point of view. Everything is interconnected as a constantly moving organism. The challenge as a leader is to release and unite energy in order to develop creativity and sense of responsibility among the employees. It improves the internal quality in the company – and it has a great impact on the clients and on the guests.