Now that you have listened to what your customers want, you need to ensure that you have the right service designs and standards in place to meet their needs and wants.
Reasons why organisations don’t always have the right service designs and standards in place, is varied. However, the main reasons are due to the following errors:
1. Deficiencies in human resource policies:
Often the main reason why things go wrong is the fact that your staff are not adequately trained to perform their role. If this is the case for your organisation look at the way you recruit new staff, when was the last time your recruitment policies were updated? If it has been awhile, update it immediately by looking at the attributes of your best staff – what makes them different to the rest? By updating your recruitment policies you are ensuring that you are only looking at hiring the right staff from the word go.
Training and rewards – invest on training your staff at regular intervals. If you have slow periods at work, use this an opportunity to reward your staff for their hard work. Give them an afternoon off or offer training – you will be surprised at how this gesture will improve staff morale and stop high achieving staff from moving on.
2. Customers who do not fulfil roles:
Customers are not always blameless, often they can negatively impact on one another. If this is the case and you often have difficult customers look at ways to separate them from your other customers. This could easily be done by rewarding customers who visit you during non peak periods by offering discounts.
3. Problems with service intermediaries:
Do you use intermediaries to deliver your products and services? If you do and you are having trouble managing them, look at ways to offer incentives to service intermediaries, if there is an incentive to improve performance, then it is highly likely they will improve performance. If they don’t inform them that their services will no longer be required and that you will be using a competing intermediary.
4. Failure to match supply and demand:
Often service standards and designs fail when organisations cannot manage the peaks and valleys of demand. Supply and demand is such an important topic, that we dedicated a specific post to it! Read it now!
The key for your organisation to succeed is ATTRACT, SELECT and RETAIN good employees! Without them, any success your organisation receives will be fleeting.
Until next time,
Cents and Sensibility
Julia Taine, Executive Director of Vent2Me, is a marketing problem solver and mentor. A mover and a shaker, Julia sees a niche in an industry, and takes it, by making it her own. Julia started Vent2Me, because people she knew were struggling with their online presence and their digital strategies. Julia knew she could help these people, and so here she is today.