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What’s your SERVICE level?

30 Dec, 2010 McKell Naegle
View the following matrix and ask yourselves the questions toward the bottom.
Be introspective and be honest.
Use this as a tool to make you better.
What does this have to do with graphic design or marketing? Directly, not a lot.
Indirectly, everything.

  1. Unacceptable – This is bad service at any level. Call it poor, terrible, less than stellar – bottom line is it is unacceptable for any reason.
  2. OK – Minimum standards are met.
  3. Good – your customers identify your service as “satisfactory.”
  4. World Class – Beyond satisfactory. Customers think of your company as great. You create value. Customers compare you with others in your industry.
  5. Trademark – Others are compared to you. You are the industry benchmark for great service.

So, now take a self-assessment (and be candid):

  1. What level of service does your company (and you personally) provide for your customers?
  2. How would you describe yourself based on the above descriptive levels of service?
  3. What companies in your area could be assigned to each of these levels of service?
  4. What companies outside of your industry could you assign to each of these levels of service?
  5. What do the companies who have “World Class” and “Trademark” (both inside and outside of your industry) do that you could emulate?
  6. If you are not already at the “Trademark” level – and very few companies are – what would it take to get you a step closer, or even all of the way there?

Now, what moves will you make based on what you learned?

Note: I am indebted to RunningRestaurants.com for my matrix above.

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