I recently read an article on what it takes to sustain service excellence. It was a senior management perspective written by Singapore Airlines. It struck a chord deep within me because first, I think we are responsible to find ways to improve our business service. The article underlines a key point here, “Service excellence is both unobtrusive and elusive. We know when we have received it, and we know when we have not.”
Secondly, I do not think we arrive at a place of excellence overnight. It is something quite elusive as the writer makes clear. The article continues; “Yet many organizations seem to find service excellence elusive, hard to grasp, and often difficult, if not impossible to deliver. Paradoxically, we, as individuals, instinctively know what it is and how simple it can be.”
Business – Complex or Simple?
Well, for some, business is all about processes, corporate social responsibility, profitability and development. None of these purposes is wrong but ultimately we are in business in order to serve others. Serving is all about giving ourselves away or going the extra mile in order to make our service or product something worth having. The second positive outcome is to provide the customer with an excellent experience. That is the key to good business!
Some of you in business might be taken aback about my use of the word ‘serve,’ but, what about the word ‘passionate’ that we read so often. If we are passionate about something then it will show in the way we serve others in business.
Service Excellence is a Great Place to start your Marketing
Peter Drucker says, “The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself.” But how do we get to that stage of business? Well, part of the journey is found in carrying out a proper marketing audit.
- The CMM Marketing Audit is specifically for Construction Companies.
- CMM Audit offers you three different audit levels for your business.
- Our Audit will help to review your current Marketing activity and provide a road map for the future.
One of the keys to marketing success is to know where you are going. If you set out on a journey then you will need a map. The CMM marketing audit will provide you with a straight forward plan of action and provide clear goals to show you the best way forward for your construction business. Click the link HERE and have a look for yourself.
Our audit helps to point your marketing compass in the right direction
If you know which way you are travelling and how to get to your destination then it will surely inspire you to give of your best in service excellence. “Excellence is not a skill, it is an attitude.” – Ralph Marston
Enjoy the journey.