Video:

The Everest of Excellence

15 November 2021

The Everest of Excellence

This video explains the difference between a standard and a target, as performance measures, and the relationship between them and the drive to customer service excellence.

It’s really important to realise that once you have provided added value to a customer, then that customer will assume that level of service is now ‘taken for granted’. So an AV only impacts once on the customer as an AV; thereafter it is a TFG. And so the quest begins again to find a new AV for that customer. And that is how customer service continuously improves, step by step – AV to TFG, AV to TFG. Great companies know this, and use it to consistently achieve and improve, excellence. In this context, beware the ‘one offs’ or ‘special offers’. Unless you tell the customer that that’s what they are, the customer will assume they are now standard, and part of the service to be expected. Getting to the top – achieving world class status – means climbing above and ahead of the competition. The way to do this is to use TFGs and AVs. Start by identifying your TFGs, and meeting them; then find AVs and deliver them. As a result, they become the new, improved TFGs; so find some more AVs, and deliver them, and as a result, set even better new TFGs. And so on. If excellence is your goal, never assume that delivering TFGs alone will be enough.

more resources relevant to...

More L&D videos for you...

15 March 2023

Brick, Splash, Bucket
A metaphor for managing overload... 4 possible options... and in particular, how the impact of time spent on tasks may make a crucial difference…
Brick, Splash, Bucket open »

2 March 2023

Discipline & Time Management
Motivation, strategy and discipline; 3 key factors which make a significant difference to the likely success of any activity... but when it comes to time management, discipline is by far the most important of the 3.
Discipline & Time Management open »

4 February 2023

Estimating Durations
Sometimes you are given a new and complex task and you have no real idea of how long it will take, and so no way to estimate duration. Here’s how.
Estimating Durations open »

3 July 2022

Customer Service Grid
Four key factors your organisation needs to get right to please and retain your customers; your core and ancillary services, and your standards and targets
Customer Service Grid open »

13 June 2022

Saying ‘No’
A short video offering a simple technique for saying no in a positive and helpful fashion...
Saying ‘No’ open »
would you like to write for us?... please get in touch :-)

Related courses & resources...

Don't like to email?...
That's ok. We love to pick up the phone.




... Or you can message us on whatsapp.

We'd love to e-meet you... let’s go for a virtual coffee :)

For workshops and coaching sessions, you can check availability & book using the form below. Pay now online, or later by invoice - it's up to you.

LiveWire client logo
Arc Hospitality client logo
Merseytravel client logo
Cumbria Museums Consortium (CMC) client logo
West Lancashire Borough Council client logo
AQA client logo
Bentley Motors client logo
Octagon Theatre client logo
University of Derby client logo
Bumblebee Conservation Trust client logo
Alex Monroe client logo
NHS England client logo
Weaver Vale Housing Trust client logo