Improving mindset

Jules Ciotta

There are six factors that most influence how others perceive our quality and the quality of our service.  My reference to customer is not limited to outside customers, but includes co-workers we serve; even those responsible to us are our customers. 

1. BEING ON TARGET.  Do what was promised, when and where it was promised.  Then let those customers know you hit the mark.
2. CARE AND CONCERN. Tune into the customer's situation, frame of mind and needs.  Be attentive and willing to help.
3. SPONTANEITY.  Empower service workers to use their discretion and bend, rather than quote, procedures.
4. PROBLEM-SOLVING.  Be sure customers have service providers' undivided attention when they experience a problem.  A positive response will stick in the customer's mind.
5. FOLLOW-UP. Follow-up is associated with caring and professionalism, so follow-up with flair.
6. RECOVERY.  Customers experiencing problems are very appreciative of speedy solutions. 

Jules Ciotta is president of Motivation Communications Associates. He can be reached at (770) 457-4100 or julesciotta@comcast.net.