{"id":12306,"date":"2018-06-13T08:40:56","date_gmt":"2018-06-13T13:40:56","guid":{"rendered":"https:\/\/smallbizsurvival.com\/?p=12306"},"modified":"2018-06-12T20:02:20","modified_gmt":"2018-06-13T01:02:20","slug":"is-this-service","status":"publish","type":"post","link":"https:\/\/smallbizsurvival.com\/2018\/06\/is-this-service.html","title":{"rendered":"Is This Service?"},"content":{"rendered":"
\"Customer

Photo (CC) by Ron Mader, on Flickr<\/p><\/div>\n

If this happened to you as a customer, how would you feel?<\/p>\n

Our washer has a problem. Service person came out and ordered a part for it. Part should be here in two weeks and made the next appointment. The day before the appointment, I get an automated call. If my issue was a service call, I was asked to press #1. I did. I was then put on hold for the next available representative. Remember, they called me. Is this service?<\/p>\n

And the story continues. I then get a text asking me to call in. I do and get someone right away. She asks about my issue. She puts me on hold and checks their database. The part is back-ordered and I should contact them to reschedule when the part arrives. That could have been done and put into the text. Is this service?<\/p>\n

After these two contacts, I received three more calls and texts asking me to call in. Is this service?<\/p>\n

So let me move to another situation on the same day. I had some medical tests done. The doctor who ordered them had a family emergency. My appointment to hear the results is cancelled. She, however, won’t be back until mid-August. The office staff said they would have my primary doctor order something because I qualified. But I have no idea what the test said. Is this service?<\/p>\n

The last one is especially a challenge. What would you do if you have an emergency and your clients had to wait? I know one service person who, in a small town there there were only two of them, connected with his competitor to cover his clients in certain situations. Would you do that?<\/p>\n

I am sure all of you have had similar issues. Service is sometimes hard to define but we certainly “know it when we see it.”<\/strong>\u00a0Know ask yourself as a business owner, how might you have handled the situations above? In hind-sight it is easy to come up with a plan but are you ready to respond on the spot? And is your staff prepared as well? Do they have the authority to take a bold action?<\/p>\n

Just something to ponder as you think about your service efforts.\u00a0<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

If this happened to you as a customer, how would you feel? Our washer has a problem. Service person came out and ordered a part for it. Part should be here in two weeks and made the next appointment. The day before the appointment, I get an automated call. If my issue was a service […]<\/p>\n","protected":false},"author":10,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","episode_type":"","audio_file":"","cover_image":"","cover_image_id":"","duration":"","filesize":"","date_recorded":"","explicit":"","block":"","filesize_raw":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":""},"categories":[17,21],"tags":[182,250,183,104],"jetpack_sharing_enabled":true,"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/smallbizsurvival.com\/wp-json\/wp\/v2\/posts\/12306"}],"collection":[{"href":"https:\/\/smallbizsurvival.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/smallbizsurvival.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/smallbizsurvival.com\/wp-json\/wp\/v2\/users\/10"}],"replies":[{"embeddable":true,"href":"https:\/\/smallbizsurvival.com\/wp-json\/wp\/v2\/comments?post=12306"}],"version-history":[{"count":3,"href":"https:\/\/smallbizsurvival.com\/wp-json\/wp\/v2\/posts\/12306\/revisions"}],"predecessor-version":[{"id":12309,"href":"https:\/\/smallbizsurvival.com\/wp-json\/wp\/v2\/posts\/12306\/revisions\/12309"}],"wp:attachment":[{"href":"https:\/\/smallbizsurvival.com\/wp-json\/wp\/v2\/media?parent=12306"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/smallbizsurvival.com\/wp-json\/wp\/v2\/categories?post=12306"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/smallbizsurvival.com\/wp-json\/wp\/v2\/tags?post=12306"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}