SMB’s often make the mistake of thinking that they have ‘great service’…usually because the business was built from scratch, often as service as a core value.
But, when the business grows, the ability to manage service as effectively as in the ‘old days’ can too-easily slip away. Without a service-management structure in place, the gradual degradation of the original hallmark service that helped build the business is a likelihood.
How can you tell if this is the case with your business?
- Take a look at your client list, and identify how many recent purchases were made from clients on your client roster from 5 years ago. Any shrinkage above 10-20% is an indicator that even 5 years ago, you delivered so-so service.
- Repeat this for each subsequent year.
As important, get a sense of what’s going on in your organization that you no longer have control over. If you have drivers on the road, remote offices, call centres, etc, its possible that you’ve lost a measure of control over the quality of service that helped build the business.
The form below will give you a good sense of the key dimensions of what you’ll need to deploy a service quality management program in your SMB.
Deploy this survey form (below) to each of your staffers to get a sense of what’s really going on related to the delivery of service in your company:
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