YOU MAY NOT EVEN KNOW WHAT GOOD SERVIVE IS – 3 OBSERVATIONS I do go on a lot about service but it is so important and can so easily be a strategic competitive advantage – particularly in Australia where service standards are so low. Service is also so often a source of lies that in […]

YOU MAY NOT EVEN KNOW WHAT GOOD SERVIVE IS – 3 OBSERVATIONS I do go on a lot about service but it is so important and can so easily be a strategic competitive advantage – particularly in Australia where service standards are so low. Service is also so often a source of lies that in turn damage the trust that customers and potential customers have in a business. How often have you heard an advertisement promise ‘excellent service’ only to experience mediocre or even poor service when you interact with the business? Sometimes this might be because the business is bullshitting about their service and sometimes they are just exaggerating. Most often however, I suspect it is more related to the business not really knowing what the customer considers to be good service. This might relate to: What customers consider are the characteristics of good service. The expectations the consumers…