The Extra Mile

On September 22, 2010, in Stanley Security Solutions, by Ryan Fritts

Customer service is all about the relationship: it shapes the fundamental way in which customers perceive both the company and the brand.  It extends beyond the times when an issue arises and needs addressing. It is present in every interaction, both direct and indirect.  Is my bill correct and easy to understand?  Are my interactions with monitoring personnel prompt and helpful?  Was the installation completed on schedule?  Your customer relationship is also forged in indirect relationships with partners.  If you sell a product, your customers fully expect you to be able to capably service that product, so product sourcing and vendor partners are critical components of your relationship with the customer, even if they are more indirect.  Customer service in these interactions needs to be organizationally aligned so that each representative of the company can go the extra mile to take care of the customer.

It is critical in the modern era to take care of your customers, because there is certainly someone else out there who would like to.  Twenty years ago – a single dissatisfied customer could perhaps tell and influence ten other individuals; however, in the internet age – that single dissatisfied customer has access to influence thousands of individuals.  The stakes for dropping the ball today are much higher than in years past – they have a direct, measurable impact on growth and customer retention.

With our recent release of our Commercial Customer Performance Scorecard, we’re now sharing our performance on these metrics directly with our customers.   We’ve built on the successes we’ve experienced with our National Account Performance Scorecard to provide more of our customers with the personalized, one-on-one review of our performance.  Nobody gets it right all the time, but transparency allows us to do everything we can, organizationally, to ensure we are making things right should anything go wrong.   By being organizationally aligned with these metrics – we’re empowering our team to provide the highest level of customer service, and go the extra mile for a customer when it counts.

“There are no traffic jams along the extra mile.” – Roger Staubach

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