How to achieve a great service culture which creates a WOW experience.
- Interview customers to determine what they enjoy about your service and what could be improved.
- Break down and process map every step in the customer touches continuum
- Determine what customer expectations on quality service are and teach these to your staff. Communicate expectations clearly with customers.
- Understand and prioritize the inventible conflicting priorities for client service. (speed, price vs. quality)
- Build in WOW improvement processes to your services.
- Build in disciplined client contact program with ongoing relationship reviews. Build in multiple points of contact.
- Set and follow-up on quarterly goal-setting on satisfaction.
- After a client leaves have a debriefing session to make sure you identify clearly what the root cause of the departure was.
- Create a “sticky, impenetrable relationship by cross-selling other services and continuing to build value into the relationship.
- Use technology wherever appropriate, but make sure it doesn’t get in the way of a client experience.