Article: “Service Standards: The Key to Becoming Like the Businesses You Love” (Jun.2006)

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excerpt:
“What is a service standard, exactly? One very successful business’s read: “We will endeavor to greet people in the way we want to be greeted. Once they’re with us, we will treat them with respect and the knowledge that they know our business almost as well as we do. In return, we will expect to get the kind of feedback that will allow us to continually improve and change anything that is not working in our organization.”

Many organizations already have service standards, but most don’t actually practice them even intermittently throughout the organization. Your service standards need to be a part of the business’s fabric, and those running the organization need to make the standards something their people do on a regular basis.”

source: “Service Standards: The Key to Becoming Like the Businesses You Love” by Marsha Lindquist (Pizza Marketing Quality, Jun.26,2006)

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