Clients, Employees and Shareholders: How To Achieve a Culture of Excellent Service that Doesn't Break the Bank
"Sure we can give our clients everything they want, but then we will go out of business." This is something I often hear when helping firms implement a culture of excellent service. Sometimes, if I don't hear it, I can sense the concern. Perhaps this may even be a concern of yours. If great service was delivered to the detriment of the shareholders however, and money was spent on service without a return on investment, no one would come out ahead, as the firm would not be optimizing profits, would not be competitive, and would not be able to stay in business for the long term. Similarly, if great service was delivered at the expense of the employees, and the employees were treated poorly, ultimately the clients and shareholders would lose out, because there would be high turnover, clients would not be treated ideally by the employees who were left behind, and revenue would decline.
Ultimately, in order to maintain and sustain a culture of excellent service, the desires of the clients, employees and shareholders need to be balanced. Investments in excellent service need to be carefully weighed in order to ensure the highest return for the investment. A cost-effective ongoing all-encompassing program needs to be implemented. And accurate and applicable measurements must be reviewed in order to ensure client loyalty and employee satisfaction are optimized. When this happens the firm ultimately can attract and keep the best employees, develop client advocates, and optimize firm profits.
The statistics in study after study show that firms who deliver great service are more profitable, and have a competitive advantage. The road to achieve this is realized by maintaining, balancing, and ultimately optimizing the needs of the clients, employees and shareholders.
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Posted by Susan Hoekstra at 2/1/2010 7:00 AM 
Categories: Customer Service Tips - competitive advantage,Leading Customer Service
Tags: Good Customer Service Susan Hoekstra Leading service The Service Journey client loyalty Competitive Advantage Excellent Service customer service strategy
Categories: Customer Service Tips - competitive advantage,Leading Customer Service
Tags: Good Customer Service Susan Hoekstra Leading service The Service Journey client loyalty Competitive Advantage Excellent Service customer service strategy
Ok, I know many companies are trying to cut back on their cost factors, but is it worth losing clients? I bought a new computer and was having problems with it, so I called tech support to try and get it fixed.
Well, first it took me 20 minutes to get someone on the phone and when I did, I could not understand what she was saying; I said not to be rude but am it possible to have someone else step in on the situation because I am having problems understanding what you are asking. No I could not. I said how about a Manager, "They do not talk to the clients. Again she started again, now two hours had gone by, I hung up, and maybe another day would be better.
I wait another day and I get someone that I do not understand again. I had a customer number so he would be able to just look that up for the problem...He did, but, he said we have to start all over again. I can feel the smoke coming out my ears. I said I just bought a computer two months ago and spent a lot of money also that is all we use in the house between other laptops and printers. No more for them. Again, another two hours and still nothing. I explained this again THAT I NEED THIS FOR WORK...
I was fed up and decided to call their Corporate Office and talk to someone in the Client Resolution. She was just as rude, she told me I need to follow the steps the reps are asking me to do and that is all she can do, and again a Manager would not talk to me.
I called and they are sending me a box to send back to checkout and it will take 7-9 weeks. Again I stated I needed for work…We will see if I get the box ever gets here, what will be in the box, will the Laptop get fixed? These answers I have no clue.
One thing I know I will never buy anything else by made by HP! And, I will make sure I let others know of my horror stories.
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Wow ... Hewlett Packard doesn't allow clients to escalate issues to a supervisor, or request a different representative, and 'Client Resolution' doesn't help either - cause it's not their job? I'm also amazed that no one picked up on the fact you repeatedly said you use this computer for work and need a quick response.
Look forward to hearing how this turns out! Sounds as if they could use some customer service training.
Good luck in the meantime!
Best,
Susan
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