service remains one of the most viable competitive advantages – 6 recommendations In the main, service standards in Australia are appalling, so much so, that it seems reasonable to suggest that Australian businesses just do not get service or appreciate its importance. Poor service is so commonplace in Australia, that good service can be a […]

service remains one of the most viable competitive advantages – 6 recommendations In the main, service standards in Australia are appalling, so much so, that it seems reasonable to suggest that Australian businesses just do not get service or appreciate its importance. Poor service is so commonplace in Australia, that good service can be a sustainable competitive advantage. Some businesses are beginning to recognise this. I recommend the following: ask the market to define service It is arrogant in the extreme for businesses to define what they consider to be good service. It is the market that should, and ultimately will, define good service. I have experienced poor service from a number of businesses that I subsequently found out believed they offered good service. The fact is, these businesses did not understand customer expectations. They assumed that what they considered to be good service, their customers would also consider to…