Our process for helping companies achieve A+ service with their customers has always been the same:

• Step 1 - Get to an A
• Step 2 - Keep an A
• Step 3 - Add the +

While the process looks fairly simple, it’s the commitment and discipline to the process that makes all the difference.  It requires prioritizing and taking quick action on feedback.  Too many customer feedback exercises result in mountains of data with countless recommendations.  Our approach is to boil down the feedback we capture and provide you with the vital few pieces of insight that will have the most impact, versus the trivial many.  The goal is to offer insights that you can begin taking action on immediately.

It also requires capturing feedback on an ongoing basis.  Since customer feelings change frequently, offering a way for them to share their input on an ongoing basis is critical to understanding what matters most to them.  An open and honest fifteen minute report card every quarter can make a huge difference in staying in touch with how your customers really feel about you.  Plus it can let your customers know you care how they feel.

Most importantly, making the grade requires an ongoing commitment to taking action on the feedback.   Going through the process of capturing feedback sets an expectation with your customers that you are committed to making the relationship better.  If they take the time to offer their insights, they’ll want to see improvements.  Working towards improving those things that have the biggest impact on how they feel about the overall relationship with your company demonstrates a level of service that most other companies cannot offer.

Many companies do not make capturing feedback part of their culture, but great companies do.  Providing customers an ongoing report carding system and then making quick improvements differentiates your company.  Plus working towards earning an A+ from your customers carries benefits that will lead to a healthier financial performance when compared to the competition.