Customer Satisfaction Increasingly A Matter of Time

"We never have time to do it right, but we always have time to do it over."

If you are in the service business, you've no doubt heard this statement - or a similar one - as a project has veered off course.

Time pressures today are tremendous. The commandment is to "do it immediately". Business are turning projects today in time frames that would have been laughable a scant few years ago. Did we get better ... or just desperate? Perhaps a bit of both.

This accelerated pace, and the inevitable consequences, can seriously impact customer service and customer satisfaction. So what is to be done? Some suggestions:

• Establish realistic expectations. There are many mechanical processes which require a predetermined period of time. The cylinders on a press, for instance, can only turn so fast.
• Don't fudge. If a process requires a day ... don't say two. It all adds up and often takes needed time away from your internal service partners. Customer also have a tendency to "sniff out" arbitrarily extended schedules.
• Communicate progress. Keep the customer informed. Deliver bad news with the same promptness as good news
• Check the numbers -- whatever they are. The numbers tell the truth.
• Interject a human voice int he process. Don't rely on email alone
• If you think (or worse say) "It's not my job" ... plan on looking for a new one.
• Check, double check and recheck. People do what you Inspect, not what you Expect
• Blame is never as important as solutions.
• As the very least, learn from delays, mistakes and problems.
• Keep a "goodwill" bank with customer that can be drawn upon when absolutely needed

Accept that we live in a fast paced environment and plan for a successful, accelerated response. When we do, we DELIGHT CUSTOMERS!