Spot It.
Some customers rave about your service. Others are frustrated. The difference often comes down to which employee they happened to deal with. When your best people are out sick or on vacation, quality drops, and you hear about it from customers before you hear about it from your team.
Sight It.
Inconsistent service comes from inconsistent standards. What good service looks like lives in the heads of a few experienced people instead of being written down and taught. Training is informal, picked up by watching whoever is nearby. And there is no simple way to check that service is delivered the same way every time, so the gaps only show up when something goes wrong.
Solve It.
Make good service the standard, not the exception:
- Write down what great service looks like at your key moments: the first call, the quote, the delivery and the follow-up.
- Ask your best people to help create simple scripts or checklists for those moments.
- Train everyone on the standard, including new hires and long-time staff.
- Check in with a few customers each month to hear how it is going.
- Recognize employees who deliver the standard consistently.
Consistency is what customers remember most.
Fixed it yourself? Great. Want help making it stick? Talk to a Troubleshooter.