One thing I always remember is good service, whether it’s at a restaurant or simply buying some new shoes. A smile and a conversation goes a long way with me.
We recently moved office locations which meant switching service providers for electric, water, gas etc. The most difficult process throughout the whole relocation was speaking to our telephone service provider and arranging to keep the business landline number the same. Going through a call centre is hard work and time consuming. I think the most frustrating thing for me is not being able to speak to the same person who knows your requirements. There is a complete lack of a personal touch which I find really important.
I was at a conference a couple of years back and the guest speaker asked the audience “What is the most important thing in business?” The answers of gross profit, sales, cash in the bank were the obvious answers but the keynote speaker disagreed. He followed on by stating the single most important thing in business were your staff. They represent your company every day as they deal with clients, both existing & potential. This struck a chord with me and made me realise that he was absolutely right. Your competitors’ may be bigger, they may have more resources than you, but that doesn’t mean you cannot compete.
The achievements of an organization are the results of the combined effort of each individual.
At L&R we offer the same service as the so-called big boys in our industry, we (mostly) use the same technologies, therefore we have to make ourselves stand out somehow. I believe we achieve this through our people & our service. With a simple structure and low levels of bureaucracy we are able to react to our clients requirements rapidly. We do not have a call centre; our clients all have account managers that understand their individual needs. Our clients can speak to the person they need to straight away with a direct dial and mobile number, if required.
Choosing the right people, that buy into the same values and the ethos of your business is so important. If you want to offer the best service, you need the best people at your company to do so.