One of our local employers was on the front page of the Monadnock Ledger last week regarding a $400,000 settlement with OSHA for worker safety violations. Ouch! They not only have to pay the fines, but they also must take corrective actions & improve the safety of their workplaces for all of their employees. They have agreed to get a full time safety &...
The Sell Is in the Details
Submitted by TWP on Fri 9/3/10 10:38 am
Someday, I'll come across a company that advertises "excruciatingly bad customer service and complete lack of ethics." Then I'll know why every other company boasts about their great customer service and trustworthiness. In the meantime, if you want to set your company apart from the competition, you need to be specific: What makes your customer service great? How do you define trustworthy?
You might be in an industry where it's possible to calculate the number of customers who call with complaints, the average length of time before their problems are solved, the number and loyalty of returning customers or the amount of referrals you receive. Those items quantify great service. Case studies (or success stories), testimonials and photographs also help customers understand the true meaning of great service and high standards. They bring your message alive.
Whenever you're tempted to use an adjective to describe your business (best-in-class, first-rate, superior, precise, comfortable), consider ways to define or show what you mean. Fast delivery is good. Same day delivery is better. Delivery in 8 hours or less is wonderful. A success story about your 1 hour delivery to a customer in need is unbeatable. The sell is in the details.
Adjetives Gone Wild
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