Promises. Legendary adman Bill Bernbach once said, “The quickest way to kill a poor product is to advertise it.” Our ongoing mission is to ensure that our service is better than what we say it is, by under promising & over delivering. Our people know that when they make a promise, they are expected to keep it.
Perceptions. We know that what we think of our service quality doesn’t count, but that customer views are the only reality. So we pay close attention to what they say, we try to walk in their shoes and stand on their side of the fence.
Complaints. When customers complain, we have a special opportunity to (a) fix the problem and keep them happy, and (b) learn something that’ll help us improve our service. So instead of avoiding complaints we encourage feedback, so that we can analyse situations, discuss them with our teams and turn them to our advantage.
Follow Up. A business deal is never over; it’s just a stepping-stone to the next opportunity, a bridge to the future. From the moment we first meet a customer, we start work on the sale after next. Do whatever you must to create and cement a lifetime friendship.
Delivery. Our people know when they can’t deliver, they must own up, and not try and avoid the situation. We value honesty and as such expect our people to explain to the customer why they can’t do what they promised or what they expected. Then talk about the alternatives.
Problems. We teach our people to be proactive about problems, and that the best time to fix a problem is when you find out about it, because after that things go downhill.
