It is my sentiment and that of most people I engage with that the experienced levels of service delivery and the workmanship quality of businesses have deteriorated over the last couple of years.
These are some of the experiences of consumers:
Can we use this information to set our business apart from the rest?
The answer is “yes”, if we can step up and make sure all our staff are responsive to client engagement, we keep our promises and we provide quality service and superior workmanship. I suggest that you take each experience above and evaluate your own performance against it. This will highlight the gaps which need to be addressed.
How can I entrench responsiveness in my business?
The most obvious action is to define what the service standards are for your business and then to train all staff in service excellence, where after their performance is measured against contracted key performance indicators.
Use every opportunity to request client feedback in respect of their experience with your staff. Every element of the client value chain in your business should be closely monitored. Use the client feedback to openly reward good feedback, but also to apply remedial action when required.
The benefits for our business if we can get it right
To support business owners with the important task of business planning, Sanlam gives you free access to the book Your Annual Business Game Plan for Success, which provides an easy and straight forward framework needed to draft a well-crafted game plan that will create the positive change and growth necessary for business success
Go to www.sanlamgameplan.co.za to download your free copy.
Article written by Jannie Rossouw, Head: Sanlam Business Market