(continued from last week…)

Things to Consider

Though these questions are asked in a business context, they apply equally to your spouse and family. To volunteer groups you may work with. Think of these in a broader context. Some questions that you should take time to ask of yourself are:

How well do I/we deliver on what we promise?

How often do I/we do things right the very first time?

How often do I/we do them on time?

How quickly do I/we respond to requests for service?

How accessible am I/we when you need to get a hold of us?

How helpful are I/we and how polite are we?

How well do I/we speak your language?

How well do I/we listen to you?

How hard do you think I/we work at keeping you satisfied with us?

How much confidence do you have in my/our product, service, in the type of organization that we are?

How well do I/we understand and try to meet your special needs and requests?

Overall, how would you rate the appearance of my/our environment, products, the way I/we communicate with you, the type of image I/we carry and our people?

Overall, how would you rate the quality of my/our services?

How would you rate the quality of competitors of others compared to me/us?

How willing would you be to recommend me/us to someone else for our products, our service, our communications or our connection – like we have with you?

How willing would you be to buy from me/us again?

We need to ask these questions of ourselves and of the people around us because those can make a big difference as to how we build all of our personal and professional relationships.

Building Your Reputation

What are some of thing things that must be done to establish a reputation for excellence–in service, in communication, in products, in the way we treat people. Some of the best research on this has come out of Texas A&M University. Three professors there found there are five things each of us can do that makes a significant difference in creating excellence in culture, service and people.

Reliability

The first is being reliable – without a question, consistent performance is what people want most.

Do you do what you say you’re going to do?

Do you do it when you say you’re going to do it?

Do you do it right the first time?

Do you get it done on time?

Are you reliable?

Are there chain restaurants you can think of that no matter where you go too them across the country, they have consistent good food? Definitely. There are some that are hands above others.

Are there car care facilities that have great service no matter where you would go to them? Yes.

Are there hotels that have exceptional service, good quality products, nice clean places you would go to again and again? Yes. People need to see that you can have that same quality of reliability.

(to be continued…)

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