Wow! Service / Moments of Truth
Wow! Service
Eighteen standards. A clock on every complaint.
People talk. There are more contractors than necessary. Wow is companywide: phone, sales, scheduling, production, and the service department. Complaints are a process.
Service
01
Why
A small world. Bad stories choose the next contractor.
02
Standards
Write them. Train the ones that fail. Do not laminate and leave.
03
Platinum Rule
Treat people as they need, not as you prefer.
04
Mistakes
Own, speed, make-right.
How to use it
- Time-to-first-human on complaints is posted.
- Loop the cause back to the gear that created it.
- Keep the customer. Perennial is cheaper than a new lead.