On a recent Hotel Inspector the advice that Alex Polizi gave the business owner was view your business through the eyes of your customer and in so doing would you can see what you provide as the first point of contact with your company and the customer experience given. Often the gap between service expectation and service delivery can be quite wide but this gives opportunity to improve and minimise this gap
This is so true when you evaluate your business. We are always looking at this mainly because I am out of the office for days at a time and can benchmark my service when my receptionists send me a message or transfer a call to me. As well as this I sometimes call in without my phone ID showing so again know how well the calls are answered. This way I always get what my clients get and so I have almost a daily idea of how they we are doing.
When I ran a well known Pizza franchise outlet I had to benchmark from day one because the store i bought was failing badly. Of course trying the products is one but again there are so many ways to evaluate how well your service is for the customer. I used to call customers weekly to see if they were happy with the service and product and was it hot enough on delivery. By doing this regularly the gaps began to show where the business was failing and after 3 months I implemented changes to improve the service, product and sales. These were simple to implement as it involved retraining the team and making sure the changes were effective again with asking my customers.
Just those simple changes gave me an increase of over 50% in sales.
An example of great service with poor follow up.
We asked a double glazing repair company to take a look at the windows in our home to get them repaired. They answered the call well and were quite friendly so this made me feel that this company will give me great service. The company came and took a survey of the windows in question and even gave me a tip on how to get the lock on my patio door to work. The sales person even sprayed the lock and it worked a few days later. I though how nice and great service.
They then let themselves down by not providing a quote or even contacting us again. I guess they have too much business.