I'm including two links. One is the Businessweek article on their top 25 service champions. The second is a Podcast with the writer sharing some of the surprises in her research.
Great customer service is a cultural mindset as much or more than a business strategy. I recently heard Jules Williams, a Principal from Jacobs (engineering and architecture), share that their goal is not just satisfaction, exceeding expectations or delight. Their goal is amazement.
Amazement requires a deep understanding of the other person's need, desires and expectations. That demands time, reflection and empathy. It is the most relational mindset I have run across in business. Pleasant surprise is not an accident - it is highly intentional.
Amazed clients are willing to pay more, remain loyal and refer others. When you create a virtuous cycle like this you can afford to take the time, invest the energy and stay focused on your client relationships.
Jules said that 90% of their business comes from repeat and referred clients. We all know the cost of going out to find a new client or replace an exisitng one.
This 90% factor is the difference that makes a difference.
Click here for the article.
Click here for the Podcast.
The photo is Jules Williams - Principal at Jacobs - Washington, DC Office
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