tag:blogger.com,1999:blog-369503477924863546.post5696986903496532832..comments2023-05-01T07:59:08.954-04:00Comments on The Think Zone: Expectations: How Consistent Is Your Service?Unknownnoreply@blogger.comBlogger3125tag:blogger.com,1999:blog-369503477924863546.post-81864539903719376122010-04-05T17:35:06.526-04:002010-04-05T17:35:06.526-04:00Thanks, Jen and Leslie for your comments.
Jen - ...Thanks, Jen and Leslie for your comments. <br /><br />Jen - You're correct - the company's culture does not focus on Customer Service, or the driver would be acting very differently. I was really taken aback by his behavior, right from the start, especially after the cordial treatment from Debbie.<br /><br />Leslie- It's easy to see how Dependability maps back to Consistency. Getting consistent service engenders the feeling of confidence that a company will do what it supposed to do. Frankly, I was half expecting the service not to pick me up for my return trip. (They did, and the driver was 5 minutes early.)<br /><br />Thank you both for stopping by The Think Zone.Roy Atkinsonhttps://www.blogger.com/profile/11784456794840578961noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-51627967048529914752010-04-05T16:15:26.379-04:002010-04-05T16:15:26.379-04:00Degraffenreid talks about 4 keys to driving referr...Degraffenreid talks about 4 keys to driving referral business (NUDE): Novelty, Utility, Dependability and Economy.<br /><br />Dependability...or consistency is one area in which a business can easily improve to drive more referrals.<br /><br />Apparently they don't need/want referrals. So sad.<br /><br />Thanks for sharing :)<br />LesUnknownhttps://www.blogger.com/profile/16623306198049250614noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-74098727672779137072010-04-05T15:48:56.885-04:002010-04-05T15:48:56.885-04:00Wow Roy,
What an experience! The inconsistency in...Wow Roy,<br /><br />What an experience! The inconsistency in the service you received is remarkable. Clearly, this company does not have a customer centric culture. Rather, they have some customer centric employees who caught your eye and provided excellent service. My bet is that they are embarrassed by the drivers behavior, or at the least, discouraged by it. If this company had a service culture, this driver would no longer be working there.<br /><br />Insightful post...thanks for sharing your experience,<br />JenJen Kuhnhttp://www.theexperiencefactor.comnoreply@blogger.com