1 Perception is Reality
Ask customers what they want and give it to them. Don’t give them what you think they want.
2 Processes — Not Glad Handing
Simply meeting the customer and exchanging pleasantries does not fix the problems. Processes fill in the holes and guarantee results.
3 If You Promise the Moon, You Better Have a Spaceship
Customers expect you to perform. Exceed their expectations and make sure they know it (follow-up).
4 Customers are Not Always Right
But, they are always the customer — bottom-line.
5 Don’t Depend On Your Quality Assurance Department
Every employee who deals with customers must be empowered to handle complaints.
6 Perfect Performance Scorecards – Somebody’s Fooling Somebody
Encourage your customers to grade you realistically.
7 Metrics, Metrics, Metrics
If you can’t chart it, graph it or measure it; you can’t manage it.
8 No One Gets Paid What They Think They Are Worth
Pay bonuses based on performance.
9 Mother Knows Best
Show people respect. Be nice. You catch more flies with sugar than Splenda.
10 Don’t Re-Invent the Wheel
Be a Xerox with successful service organizations, only do it better.
11 Somebody Actually Does the Work
Design from the bottom up, not the top down.
