What is the key to good service?
Updated: Feb 15, 2020
Good service is a rare and mysterious quality in business but like everything in life, there are steps you can take to achieve it.
Our product is service.
Electrical and Mechanical repairs are just the medium by which we deliver that service.
Create a culture that reflects the values you want your company to be known for.
People respond to ideas that inspire them to be their best selves.
I have chosen the golden rule as the first and most important pillar of our company culture. All the other parts our our culture would fall short if we do not treat every person as we would want to be treated. If the leadership does not live the values that they talk about, it will be obvious to employees, customers and suppliers.
ABI: Always Be Improving
(This is my twist on the old salesman mantra ABC: Always Be Closing). Any organization that is not learning from its mistakes is sure to fail. Sometimes it seems that I have made every mistake possible along the path of building our company, but rarely do I make the same mistake twice. You must strive to create rules and processes that make success easier, not more complicated. Get all employees the technical, safety and business training needed for success. We encourage all employees to get training and reimburse successful completion of relevant courses.
Hire and Promote People That Embrace The Culture
There are many companies that view employees as a means to an end, and treat them accordingly. Many employees are used to that mindset when they take a job and don't know there is a better way. These two jaded attitudes are a prime cause for poor service experiences by customers. It is possible to change a person's outlook and actions when they have settled into a negative rut, but it is difficult to do. That reminds me of the joke about psychiatrists:
How many psychiatrists does it take to change a light bulb? - Just One, but the bulb has to want to change. :) People can change, but only if they really want to and put in the work to make it happen.