I recently engaged a service provider for a large project. This was someone I’d met through an organization we mutually support and who came highly recommended. Given the personal connection, I was pleased by his initial involvement in bidding the project and assuring me of his ongoing involvement.
Regrettably, there was little personal involvement past the scheduling phase. I kept hoping and expecting some follow up from my acquaintance. None came. To his credit, one of his managers did follow up but the punch list we identified to finish the project has yet to be completed.
A mutual friend asked if I’d ever heard from the person I’m referencing. That reminded me of how odd it is that I haven’t.
This individual is highly successful. He runs a large business and business is brisk. But, as I’ve commented before, success can be an early warning indicator for failure.
If you are in the service business, please consider:
1. If you’re too busy to provide the personal touch, you’re too busy.
2. Getting the big things right creates satisfaction, not delight nor loyalty. Those come from the “extras” (attention, value, benefits, results, etc.)
3. Timeliness is an important detail. Sooner is better than later. Saying you’ll get it done isn’t nearly as good as saying when you’ll get it done and then following through.
4. Of he or she whom much is given, much is expected. The more we pay, the more we expect. Premium pricing requires a premium result and service to match.
5. Creating connections is easy; keeping connections is much harder. If you start the sales process, stick with it to the end. Losing a personal relationship during the delivery phase feels like bait and switch.
Extraordinary service delivery is simple in concept but difficult in execution. It means paying attention to the details, including the nuances of relationship.
Remember that all business is personal so the personal touch is one of your most powerful tools. That means personally paying attention to the details and providing the extras.