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The Four Elements Of Customer Satisfaction And Exceptional Profits


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Customer SatisfactionThe secret to exceptional profits lies in offering exceptional service. That’s what Leonardo Inghilleri and Micah Solomon state in their book Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.

The secret ingredients for the success are perfect product, caring delivery, timeliness, and en effective problem resolution.


Design Defects In

Inghilleri and Solomon write:

“You need to design your product or service so that it can be expected to function perfectly within foreseeable boundaries…Your products, and people, will sometimes fail due to unpredictable circumstances.”

From my experience:

  • It’s all about setting expectations. To make sure the expectations are set properly I used to deliver pre-packaged service offerings. Instead of hiring me for hours  the customers were buying something they could estimate the outcome pretty easily. That way potential service delivery defects, that are usually rooted in wrongly set expectations, were brought to minimum.

Caring Delivery

Inghilleri and Solomon write:

“Your perfect product now requires caring, friendly people to deliver it.”

From my experience:

  • I have seen consultants who are capable of solving any problem no matter what but they were not able to interact with customers in “caring” manner. The only times they were called onsite again is when there was no other option, but that’s not how usually things work in the wild – there is always another option, competition is fierce.

The Time Is Now

Inghilleri and Solomon write:

“What your customer today thinks of as on-time delivery is not only stricter than what her parents would have tolerated, it’s stricter than what even her older sister would have tolerated.”

From my experience:

  • I was very successful consultant. How do I know? My customers told me that. I used to receive mainly two types of feedback: “Timely response and delivery” and … does not matter. It was not by chance – I designed my consulting practice the way I would be able to respond to request in no time and if hired to deliver the desired service as quick as possible. There were quite a few who could compete with me on professional level, but no one could beat my timeliness.

Solve Problem Effectively

Inghilleri and Solomon write:

“Service breakdowns and other problems experienced by imagecustomers are crucial emotional moments in a business relationship”

From my experience:

  • Though I always hoped for flawless execution, I thought about breakdowns as of the opportunities to shine. No, I was not happy when something was broken – nevertheless I firmly knew that if I fix it then it will be best marketing I could ever get. I was booked solid since I have built a personal brand with a tag line on it “solves problems.”

Image by elward-photography

22 April 2011

4 Comments »

  • Lew Sauder said:

    It costs exponentially more to gain a new customer than to keep an existing one. While many consultants go from new client to new client, they would be much more profitable following these tips to maintain their existing customers. They would also have references that would make it easier – and less expensive – to add to their customer base.
    Lew Sauder, Author, Consulting 101: 101 Tips For Success in Consulting (www.Consulting101Book.com)

  • alik levin said:

    Lew,
    I agree with you 100%

  • J.D. Meier said:

    I find setting expectations is one thing, but matching values really cuts to the chase.

  • alik levin (author) said:

    JD, good point. I think one leads to another

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