Back to Basics

I went to a car service station near my house for a routine oil change the other day. I had never been there before, but wanted to try them out because of their convenient location—and I told the guy as much when I entered. I waited while he changed it and, as I was getting ready to pay, I asked, “You put synthetic oil in the car, right?” The question was an afterthought because right when you open the hood of my car, there is a bright yellow sticker that informs all who care to read: “This car takes synthetic oil.” The mechanic had not read the sticker and had put regular oil in the car. Why? He got comfortable with a repetitive task in his profession. And, by operating on auto-pilot, he missed out on an easy service win—and a new customer.

 

In every job, in every industry, there is a repetitive component to optimally fulfilling job requirements. A lawyer might have to explain the different types of divorce processes to 10 clients; a waitress may have to suggest the featured dessert to 20 different customers, etc. How they perform these seemingly mundane tasks is, in fact, imperative to premium service delivery. Let’s get back to basics in the service profession. We need to complete every task with the same thoroughness and enthusiasm--even if it is the 100th time we have performed it that day. These seemingly mundane tasks are the ones that will gain new customers and impact the bottom lines in our organizations. By perfecting the basics, we can become spectacular service providers.

 

I want to hear from you! Respond to one, all, or none of the questions below. I just want to hear your thoughts! And, if you post a response, be sure to check back for a reply!

  • Do you agree? Are you impressed when someone performs a basic service well, consistently?
  •  Do you disagree? Do you think truly spectacular service can only be delivered when the task is complex?
  •  Give an example of a time when a service provider performed a basic task extremely well—or poorly—and it influenced your purchasing patterns.

Post your response!

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1 Comments

  1. Jennifer makes this comment

    Fri 03 Sep 2010 19:44:04 CDT

    Truly spectacular service is delivered when you listen to the client. I recently have seen to many medical doctors. I have found that when the Doctor stops and listens to what I have to say instead of jumping to another prescription we are working on the solution together not masking the problems. Listening to the client is the beginning of truly great service.

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