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Archive for August, 2013

Delivering Service Excellence When Things Go Wrong

Wednesday, August 21st, 2013

business meeting

If you provide a product or service, things will invariably go wrong.   A deadline will be missed, the product will break, or an expectation won’t be met.  It goes without saying that we must direct most of our attention toward doing what we say we will do.  If we continuously miss commitments and make it hard for our customers to do business with us then we won’t be a business for long.  However, how do you continue to deliver service excellence when thing go wrong?  Here are a few thoughts:

Run Into the Fire

It is often tempting to avoid the conflict or dance around the issue at hand.  This just makes things worse in the long run.  As the service or product provider, begin the process of dousing flames of anger and disappointment with blunt truths and full disclosure.  This may cause the flame to flare up temporarily, but in the long run you will build trust and have a much better chance of salvaging the relationship.

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Location – The Tie that Binds

Friday, August 9th, 2013

As an executive, how hard is it for you to get a complete view of what is really happening in all parts of your enterprise?  Is the information you receive fragmented?  Out of date?  Do you have multiple versions of the “truth”?  Can you spot trends?  Would you like to wake up in the morning and use your iPad to review KPI’s?  Can you can make timely decisions about your business with confidence?

In other words, are you getting the information you need, in the format you need, when and where you need it?

Organizations have worked for years to tear down information silos, but challenges remain.  If this is the case for you, consider utilizing geography as an integrating platform to organize, analyze, visualize, and share your enterprise data assets.

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