Different aspects of service are appealing to different target markets, and this is one of the reasons – clearly defining and understanding your target customers is really important. As much as we’d like to be, we aren’t going to be great at everything – so it’s a good strategy to pick the aspects of service that are really important to your customer and focus on being great at those things. In so doing, you might consider the following list:
- Speed of service
- Customer service
- Back up service
These are the major general categories we use, but there might be others specific to your business – make sure you include them. Business owners that work with me, survey their customers both on how important each category is to them and how they would grade them on their current performance on a scale of 1 – 10. I would invite you to do the same.
Once you’ve narrowed down the list to the top three – you can go about drilling down into each category to define specific standards, measurements and training opportunities for your company.