Even businesses that sell services—such as banks, law firms, and dry cleaners—might still be too product focused. Just because service is in the name doesn't mean a company has service on the brain. Take a look at the advantages to being a service oriented services organization.
- If you're in an industry with service in the title,…you might think your home-free…in the service orientation department.…How can you not be service oriented in financial services,…professional services or janitorial services?…Let's talk about some of the ways that services firms…can fall short in their service orientation.…To start, they might have every service costed out.…They think of their employee hours…like widgets that they sell…and focus on lowering the cost per hour…or even minutes required to provide the service.…
This changes the focus from providing the best service…to providing the promised service…at the lowest cost to deliver.…Or perhaps a business might focus on technical skills…at the expense of the service…like the plastic surgeon…who is marking your skin with a black marker…before talking to you about the upcoming procedure…or the attorney who pushes unwilling clients to go to court…because that's where the attorney shines…even if it's not what the client wants.…Now, here's one thing that might surprise you.…
- What is a service orientation?
- The metrics of service
- Evaluating service with the Net Promoter Score (NPS)
- Hiring service-oriented employees
- Changing the company culture
- Types of service-oriented selling
- Overcoming the challenges of service orientation