Once the understanding and commitment of the entire organization are in place, results should be tracked and measured consistently against established metrics. As the organization and individuals exceed the standards agreed upon, rewards should be made available. Employees who feel confident in their job knowledge and appreciated for their contributions will mirror that attitude to their customers.
Genuine commitment to service excellence is long term. Results should be tracked constantly and adjustments made as needed. However, numbers do not necessarily paint the whole picture. Subjective feedback from customers, both positive and negative, needs to be part of the equation.
Paying attention to what our customer is saying can give valuable insight into your market and the mood of your client base if you are willing to listen. The phrase “perception is everything” really says it all when it comes to the importance of customer input.
Service excellence is a priority at HSA Home Warranty. “Because service matters” is the philosophy that guides our daily activities.
Mike Clear is the Chief Sales and Marketing Officer at HSA Home Warranty.
For more information visit http://onlinehsa.com.