Lock In That Business and Keep It
Acquiring a new client is hard enough....
Servicing and maintaining one is even harder!
Businesses use the phrase “service quality” easily and lightly; and at times, frivolously.
Banks, a major financial products and services provider, are caught up with the products - many of them are homogeneous - more than the services. The financial products are now re-phrased as SOLUTIONS, and “extra-mile service” means providing additional non-scope services outside of their core business.
What is service quality?
Others say – delivery of service which meets the customer’s expectation.
I say, “Take it to the next level.” – delivery of service which goes beyond the customer’s expectation.
On the other hand, is the customer always the king?