Common Mistakes When Implementing Service Strategies

Common mistakes in implementing service strategies

Most of the time, we can be our worst enemies when it comes to institutionalize significant changes in organizational culture. Management should know better, because it can be surprisingly blind and deaf mute when the desire to make organizational changes of wall to wall, unforgivable mistakes and horrors.

In companies where they have tried unsuccessfully to establish and implement quality of service initiatives, strategies have derailed and lost their focus because they are not planned right from the start or not fully met the objectives preset by the organization is so, like many companies, lacking a common vision and mission and a philosophy of quality and lacking in expertise to manage change to end up with ill-conceived campaigns that fail.

Because so much failure in our market, is essential to examine the most common errors listed by the gurus of the service and that in a competitive market can not pass unnoticed, for some people to save yourself the frustration and disappointment of leaving these dead out. After all, why repeat the mistakes of others, simply by the desire to learn from experience? Let us not repeat history and learn from mistakes, to be successful.

On this day we will start analyzing the first and second of 10 common mistakes:

"DO NOT UNDERSTAND THE CUSTOMER"

An axiom that every organization must have clear is:

Know your customer as if you yourself

The funny thing is that the longer we are in the business, the higher the chances of not truly understanding the customer. It's easy to get carried intuitive guesswork for years, assuming you know what customers will buy or not. It is also easy to be surprised by competitors or customers. The investigation of customer impressions, may shed light on undiscovered aspects before the needs and motivations of a client. Large utility companies almost always are investigating different aspects of customer interface and exploring new opportunities to deliver value. It is therefore important to know our client in all its dimensions.

"BUSINESS Blur"

Many companies would like to have an excellent service without having to go into the service business. They want to stand in front of their competitors, enjoy the respect and loyalty of their customers and have the economic benefits of the image of an excellent service without being involved with customers.

Remember that without a clear business focus, with no way to turn that approach into concrete actions in the contact zone, any organization whose management is interested in the quality of service will drift with the hope of a miracle. Employees will hear recommendations for improvements in service and some will respond in the best shape, but if no one comes to methods and specific expectations, will continue as before, completely unfocused.

Oscar Javier Zambrano Valdivieso

BUSINESS CONSULTANT

zambranoscar@gmail.com

3003007683

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