Creating Service That Creates a Reputation

Customer Servces

Creating Service That Creates a Reputation
by Nancy Sullivan



Only two types of service create a reputation…the best and the worst.  Most companies haven’t made enough of an impression on customers to make them think of them, let alone speak about them to others.  In order to become renowned for the level of service you provide, you must truly make an indelible impression on your customers.  They need to remember and remember well enough to speak of your service to others, sometimes without even being asked.

Just as Nordstrom has created a service level that is legendary, so can any company, with the right attitude and desire, create service beyond a customer’s expectations, the kind of service they speak about, even rave about to others.

Here are some simple action steps to create service that creates a reputation:

Gather input from the front-line employees in your business; ask them what would make the service you offer something to rave about.

Create a vision for the company that clearly defines excellent service.

Review and change your mission statement so that it communicates clearly and concisely a commitment to service excellence.

Communicate every day and through every action a renewed commitment to service.

Remember that service excellence must be more than lip service.  Celebrate examples of excellence frequently and wherever it occurs.

Whenever something appears to contribute to a service inconvenience or problem for a customer, always ask, “What could we do to make this work better?”

Proactively pursue ways to improve everyday activities to strengthen your commitment to service.  Every day have a goal to identify one thing, no matter how tiny, that you feel will contribute to service improvement.

These are just little ways of making a big difference.  You will find that putting these steps into action and making them part of your daily routine and focus WILL have an immediate and contagious impact on service.


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Nancy Sullivan TransitionPoints, LLC 303-526-0680 nsattp@earthlink.net