Tuesday, May 17, 2011

Don’t get too hooked on the system

If you read my blogs often you’ll know I’m a big fan of a system. I love a checklist, a procedure, a manual – in short, I’m a big fan of making a job almost impossible to mess up.

BUT – you need to make sure that when you systemise customer service, you check that it’s relevant for all occasions.

Take for example my friend who recently hired an elliptical trainer for home workouts. It was delivered with a welcome pack which included a pen, a drink bottle and a big box of chocolates! The choccies are probably highly appropriate when you’re delivering a rented TV – but for the soon to be workout junkie, the gesture is sweet, but may not have been the most helpful thing!

If you’ve got a customer service system – awesome – you’re one step ahead of most BUT, do a quick check to make sure that what you’re systemizing is always going to work.

By Kirsty Dunphey with 1 comment


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