1) Do the basics brilliantly You need to build on a solid foundation. Whatever business you are in, you need to to the simple things really well. People won't notice if you get them right, but if you get them wrong, they will complain bitterly.
2) Do little things that others don't Small touches can make a huge difference. It's not about delivering expensive add-ons, it's about unexpected delights. It's not the chocolate on the pillow, it's the "welcome back' from the receptionist when you haven't stayed there for years.
3) Make sure everyone delivers great service Everyone in your organisation is a reputation manager. It takes only one bad rude exchange or poor delivery to cause immense damage. Everyone needs to be trained, and given the responsibility, to offer exceptional service.
4) Make it personal This works both ways. People love to be recognised and addressed by name, and they also like to see the "face of the company". Who is your Richard Branson?
5) Fix mistakes quickly In every organisation, things go wrong. Everyone realises that. you need to take responsibility and fix things fast. Your reputation will be enhanced if people know that, should bad things sometimes happen, you will look after them.
6) Talk to the media You don't need to over-promote, but you do need to be available for comment. If you're delivering exceptional service, your comments will be sought, and you must be prepared to give them.
7) Have fun People love companies that inject humour into what they do. Aim to leave people with a smile, every time.
That'll do for starters. Get building!
1 comment:
Post a Comment