Impeccable Perception

Impeccable Customer Service Tip #155

“Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.” -Peter Drucker


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  1. The following question came in this morning, via e-mail:

    Q: “We are finding the cost of the capacity to provide our service is squeezing profits. How can we determine which services clients value and which can fall by the wayside without affecting perception of high quality?”

    A: Ask your clients *2 questions:
    1. “On a scale of 0 to 10, how likely is it that you would recommend [our company] to a friend or colleague?”
    2. “What is the most important reason for the score you gave?”

    By asking these 2 questions, you’ll begin to uncover what’s most important to your clients … and why.

    *The Ultimate Question by Fred Reichheld

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