As a devout believer in customer service, I often go bonkers (sorry about the technical term) when even one link in the service chain is sub-standard. Some say (apologists!) that I am freaking out (another technical term) over a relatively minor slip in the overall scheme of things. Perhaps, but I think not.  The customer experience is a chain of events; each link must meet expectations in order to create a repeat, satisfied customer.  One broken link in a chain of ten links does not reduce the chain’s pulling strength by 10% but it does by 100%.

Every analogy breaks down at some point but the lesson is there to be learned: while recovery is always possible, details matter and slip ups often have a disproportionate impact. 99.9% of a hotel room can be clean, but one foreign hair in the tub, one stain on a sheet and you’ve created a very unhappy customer.

Perfection is not possible but strive hard for it, obsessively so, day in and day out, and you will achieve excellence.


Closing Quotes:

“Champions do not become champions when they win the event, but in the hours, weeks, months and years they spend preparing for it. The victorious performance itself is merely the demonstration of their championship character –  T. Alan Armstrong; 1939 –

“Product or price advantage can be easily duplicated, but a strong customer service culture is difficult to copy.” – Jerry Fritz

“Being on par in terms of price and quality only gets you into the game. Service wins the game.”– Tony Alessandra

“People expect good service but few are willing to give it.” – Robert Gately; 1946-