Imagine a survey reveals that 96% of your customers are satisfied with your service. This is where I often see managers assuming that the company is doing great. They jump to the conclusion that with a 96% satisfaction rating they're getting a A+ score from customers. Actually, the survey only showed that a lot of customers consider the service to be adequate. Customers are not saying that they were impressed or delighted or even pleased-merely that they were satisfied. Imagine your sweetheart talking to a close friend and describing you as being adequate. You'd probably see that as a reason for concern! It certainly isn't reason to think you're getting an A+ performance rating. I wonder... what does our customer feedback really say?
Today's Chuckle:
A lie can travel half way around the world while the truth is putting on its shoes.
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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
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