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June 2014 - Steve Satterwhite

Lather, Rinse, Repeat: The Secret to Great Customer Service

Posted by | Above the Line, Customer Service, Entrepreneur, Higher Quality, Leadership, Management | No Comments

Service is often the art of making good on someone else’s mistake.

Cavett Robert

Years ago, our small but fast-growing IT services company got a bite at a big, fat contract with Dell. Our job was to design, deploy, and manage Enterprise IT storage systems for their customers.

During the kickoff to that contract, our customer, Jeff, told us we had to do three things:

First, we could never ever make a mistake, or we’d be gone. Second, we had to be THE low cost provider. And, third, we had to deliver near-perfect customer service. Think Net Promoter or a 9 or 10 on a 10-point scale.

Not one of those things. All three of those things. When OR became AND.

After Jeff outlined the high-level expectations, I started to ask him a lot of detailed questions about how things worked, about the processes and procedures, statements of work (SOW) and the methodology Dell used to design, install and configure backup and recovery solutions. In other words, how were they doing it now?

Jeff just laughed. Read More