You don't have to be perfect

.. but you should care to be better...

Welcome to this week's business insight by Shep Hyken. This
week's insight is titled:

Customer Service Is a Process

For over a year we have been talking about great service, not
making mistakes, creating customer loyalty and more. It seems
like we need to be flawless in our execution.

We talked about a goal of "no mistakes." And that is all it is
- a goal. Perfection is not reality. "No mistakes" means you
are just lucky.

And if you do make a mistake, you shouldn't just fix it to make
it right. You should take it a step further to be better than
right. That shows you will do whatever it takes, even something
extra, when there are problems. It gives the customer a renewed
confidence to want to come back and do business with you again
and again.

Here is the bottom line.

Customer service is not about perfection. It is about trying to
be better than yesterday - better than the last time. Always
improving. It is a process of always trying to improve on
yesterday.


Copyright © 2009- Shep Hyken, Shepard Presentations

Shep Hyken, CSP is a professional speaker and author who works
with organizations who want to build loyal relationships with
their customers and employees. For more information on Shep's
speaking programs, books and tapes contact (314)692-2200 or
shep@hyken.com. (www.hyken.com)

Shepard Presentations, LLC
711 Old Ballas Road, Suite 215
St. Louis, MO 63141

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