Guaranteed Customer Satisfaction?
In the course of researching a different subject, I came across this exchange. The tone of the initial posting really surprised me. Maybe we can’t guarantee customer service, but shouldn’t that be our goal? We all have experienced abominable customer service. We know it exists. The question is, what can we do about it? Is there anything we as managers can, or should, do to make sure our organizations deliver excellent customer service? How can we ‘guarantee customer satisfaction’? Bill Marvin, The Restaurant Doctor, is one person who really understands. He wrote an article on “How to Improve Your Tips”. It compares two options, increasing production volume versus increasing ‘profit’ per transaction. There are benefits to both approaches and, unfortunately, one works better for some people than o
