Posted Jul 15 2010 11:20 AM by Scott Cunningham
Recent research from the Enterprise Council on Small Business (ECSB) found that critical to customer satisfaction was efficiency and quick response to customers requests. (See research below). Research shows Proprieters and Small business owners tend to be reactionary in style; when they need something they need it now. This is creating a crisis in customer service as the economic downturn has thinned work forces and the ability for a supplier to have "on call" resources that are not utilized - read bringing in revenue. In our business a non-utilized resource will cost us $45-$75 dollars an hour. If an employee is not making us money, they are costing us money and a lot of it.
Most service businesses have cut staff due to lower demand. (We did NOT cut staff as our business model is unique.) These same service businesses will be slow to hire as business demand returns. Thus the ability to deliver service that is efficient and respond quickly will not be attainable. The result will be dissatisfaction in the level of service and the possibility of losing customers due to this service dissatisfaction.
The only viable long term answer requires the Proprietor and Small Business owner to buy-into a new services business model that is a partnership with the service providers. The new services business model is one that is NOT reactionary but proactive, planned and managed in nature. A service supplier's most expensive resource - their people - can be managed and utilized fully with proper planning and systems along with the customer. Without this partnership the customer will not get the desired service level; and the service provider will be unable to deliver efficient and quick responses.
Are you having service issues? Want to hear about a working partnership model. Give me a call or email.
Scott Cunningham scott.cunningham@xrbs.com 317-529-0418
Most service businesses have cut staff due to lower demand. (We did NOT cut staff as our business model is unique.) These same service businesses will be slow to hire as business demand returns. Thus the ability to deliver service that is efficient and respond quickly will not be attainable. The result will be dissatisfaction in the level of service and the possibility of losing customers due to this service dissatisfaction.
The only viable long term answer requires the Proprietor and Small Business owner to buy-into a new services business model that is a partnership with the service providers. The new services business model is one that is NOT reactionary but proactive, planned and managed in nature. A service supplier's most expensive resource - their people - can be managed and utilized fully with proper planning and systems along with the customer. Without this partnership the customer will not get the desired service level; and the service provider will be unable to deliver efficient and quick responses.
Are you having service issues? Want to hear about a working partnership model. Give me a call or email.
Scott Cunningham scott.cunningham@xrbs.com 317-529-0418
ECSB explored what elements work together to create the best customer experience for small business owners and found that efficiency and quick response were amongst the most critical. Furthermore, we uncovered that small business owners’ expectations around speed continue to increase. So, how fast is fast enough?
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