When I ask business owners what sets them apart from their competition, many of them immediately say “we have great service”. “Really?” I reply, “that’s great to hear. How is your service different, exactly?”
The thing is, most businesses that deliver poor service last about three months. Oftentimes, business owners underestimate the quality of service provided by their competitors while overestimating the impact of their own service on their customer base. They think they’re delivering great service (and they probably are), but is the experience powerful enough to retain customers in the face of temptation?
Today it’s easier than ever to get feedback on your performance. Check your online reviews and conduct surveys. Talk to your customers regularly. And when you’re ready, use service as a strategic…
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