- We remember the prompt call/service person attendance after delivery of product.
- We talk about the waiting lines and the lack of information in an otherwise good and happy quality product.
- Our greetings and gift sharing have short term recall, but the manner of our greeting, time of call and appropriateness of gift has the word of mouth appeal.
- The approach determines the satisfaction in the great service and good delivery accepted by your client.
- The approach provides the recognition after delivering a great service and good delivery to get the next higher value repeat order.
- The approach ensures bringing skeptics and evangelists on board at the same time and vouch for the service line to bring more revenue.
- The approach delivers you the candid opinion and critical feedback when you need them the most.
It is the approach that showcase spirit and sense of satisfaction in an otherwise quantitative completion of tasks and KRA's to objectives.
"It is the approach that showcase spirit and sense of satisfaction in an otherwise quantitative completion of tasks and KRA's to objectives."
ReplyDeleteI identify with this...
It's the approach, the attitude we bring with us that matters, that makes our work memorable for a client...
I remember one of our clients in a past project had written the following in the testimonial (may not be verbatim, but the meaning remains):
"The team's responsiveness and willingness to adapt and make the required changes..." is what he remembered the most. This is an example of approach, the attitude our e-learning team displayed and cannot be quantitatively measured. But this probably meant more projects from the same client...
Conversely, a perfectly executed project (in terms of deadline, scope management, schedule adherence, etc.) can fail to evoke a very positive response. The client rightly feels that those are what s/he had paid for anyways. It is the attitude that adds that extra spark and makes anyone worth remembering.
I was reminded on this post once again when reading this: The Answer for Ugly Times? Do Something Beautiful and the customer experience offered by Zappos.
ReplyDeleteThose acts are not a part of the employee's KRAs but a part of the organizational culture Zappos stands for...Zappos knows how to kick it
The phrase "in letter and spirit" is a pithy saying in whatever activity that is pursued.The phrase underlies objectivity being followed to fulfil the objective and at the end deriving satisfaction. The amount of satisfaction is to be measured thereafter by applying quantitative and qualitative analysis. This manner of analysis will reveal if the given task on hand has been carried out in true letter and spirit, which manner of approach is based on the techniques of approach made.Since approach to a given task is based on the attitudinal aspects the person undertaking the task should possess attitudianal aspects coupled with the mannser of fulfilling the the task in letter and spirit to derive the maximum satisfaction.
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