101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 7
The Value of Reliability
Reliability is doing what you promised, dependably and accurately. We make promises every day to both internal and external customers. Knock Your Socks Off Service means repeating this effort consistently and predictably. When the customer experiences solid delivery of the promise every time, you are recognized as Reliable!PURPOSE:
✓ To see the value of consistently delivering what is promised
✓ To build a plan for making promises that participants can deliver
TIME: 20 minutesDIRECTIONS:
1. Ask participants to think of businesses that, based on their personal experience, consistently deliver a product or service as promised. List the businesses.
2. Ask participants to describe the reasons they continue to do business with these companies. Look for responses like “I can count on them,” “I know what I’m going to get,” “I feel like the business cares about me,” “There are never any surprises.”
3. Ask participants to give examples of businesses that are inconsistent in delivering a product or service.
4. Discuss how these latter businesses (#3 above) elicit responses that are different from those of the customers of the former set of companies

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