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.

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