In the september 2009 issue of the Harvard Business Review there is an article on “What Service Customers Really Want” on page 22 and it is a good article. It explains the the 10 things customers want from their service company and how they should be measured, and they are:
- Has Knowledgeable Employees
- Addresses my needs on the first contact
- Treats me like a valued customer
- Demonstrates desire to meet my needs
- Can quickly access information
- Is good value for the money
- Has courteous employees
- Is a company/brand I can trust
- Treats me fairly
- Provides relevant/personalized service
These are the 10 things people most demand from a service company as measurement tools. Do you see any commonality? What does every single question have in common? All ten are facilitated by your Employees!!!!
Are you wondering why you have customer retention issues or revenues are slipping? Are you looking internally first? There is a reason the book Good to Great was a best seller because it explained clearly that to have a great company you need to have great employees, as evidenced in the Harvard Business Review too.
To generate repeat business you need employees that you can trust to get your customers excited about coming back and using your service. Employees, Employees, Employees….they are the only way to make great customer service happen!
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