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Speed Kills - The service standard that does more harm than good
As a business owner or manager, you have probably heard management experts refer to the importance of service standards for frontline employees. The idea is that managers should give customer-contact people a performance goal or service standard by which they can be measured and rewarded. Sounds good in theory. Unfortunately, over my years as a consultant and business advisor, and as a customer myself, I find that some service standards are not only ineffective, they are actually counterproductive. I wonder if this may be the case in your organization...
When the Cat’s Away
Getting better front-line decisions - without you

Other service standards Related Articles

Speed Kills - The service standard that does more harm than good
As a business owner or manager, you have probably heard management experts refer to the importance of service standards for frontline employees. The idea is that managers should give customer-contact people a performance goal or service standard by which they can be measured and rewarded. Sounds good in theory. Unfortunately, over my years as a consultant and business advisor, and as a customer myself, I find that some service standards are not only ineffective, they are actually counterproductive. I wonder if this may be the case in your organization...
Recruitment Standards You Must Have To Build Your Business
Recruitment standards are a critical component of assembling a strong management team to fit your company's needs. Maintaining recruitment standards ensures you are getting qualified people, who fit well into the mechanics of your business. Why is this important and anyway, what can you do about it? Read on...
Redefinition of Leadership
Ever wonder what strategies work to have successful leadership within an organization? As times continue to change, so do the tried and true standards. Business standards are evolving to keep up with the influx of the new standards of life in the 21st century. This article will help your organization stay ahead of the learning curve and not be left behind.

HAVE HIGH STANDARDS FOR YOURSELF
Standards are the behaviors you hold yourself to (as opposed to boundaries which are the behaviors you hold others to. Standards aren't what you think you "should" do or what you think other people want or expect you to do. Rather, standards are behaviors that you commit to because they will help you be your best.
Create a ‘No Excuses’ Sales Environment
What is your company’s sales culture or environment? Can that question be answered quickly and articulated consistently across your organization? The foundation for creating a clearly defined sales environment begins with the leadership - how they set sales standards and then demonstrate, communicate and inspect accountability to those standards. What sales standards do you set and communicate? Are they extraordinary? If we followed you around for 30 days, what would we observe about your actions and interactions with your team?
Team Working Standards - Who Is Involved In Design?
Agreeing the standards by which your team will work is an invaluable piece of work to do. Your people need to know what's in and what's not, so clarifying this early is remarkably important. But who decides these important standards best...
Quality is Not an Action, It is A Habit
Small Business Owners, have you ever faced this situation? You develop or improve your systems for product or service delivery. Along with your new systems you establish quality standards and measures, and then you train your employees to make sure that everyone knows how to do what they need to do to get the job done to meet the new standards. You feel good about what you have put in place and so you go about looking at other areas to grow or improve only to find out later that the employees go right back to the old way of doing things as soon as they can. How frustrating is that?
Keeping your Non-profit Ethical
One would expect a non-profit organization to maintain higher ethical standards than any of the for-profit business organizations. However, the unfortunate fact is that ethical standards of non-profit organizations in general are on the decline, and not much better than those of the for-profit enterprises. A recent report by the Ethics Resource Center says that the decline in ethical standards of the employees at non-profits is at its lowest level in the last 10 years.
So do we really have control over customer service?
Gary discusses standards set by management and staff within a company. How they might currently be set, how they could be set, what types of measures, control or standards are important or might be important in a company.
Service Over!
When was the last time you experienced excellent service? Seriously. What has the last two decades yielded with the plethora of service training opportunities? We talk about service standards, moments of truth, customer satisfaction and excellence, yet we experience more disappointments than fulfillment.
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