Lawns & Customer Service | LBBC - Leighton Buzzard Business Club

An extra table was needed for this week?s meeting! 19 people sat down for another fantastic breakfast. ?The numbers also called for tighter time keeping for the one min. business update from each member, ?difficult for some! The holiday season is well under way, but this does not seem to have affected attendance. ?Could it be the club is the perfect antidote for the post Olympic blues!!

The 10 min presentation this week was given by John Horton of Lawn3. ?A very interesting talk on the seasonal tasks undertaken by John throughout the year. There is a lot of know how needed to produce the perfect lawn, and from the unprompted?testimonials, it is obvious John is an expert in his?field?(Oops, no pun?intended!)

Peter Corbett of Buzzard IT Consulting presented a 5 min. talk on the Three Rings of Customer Service (and Gandalf ?was not mentioned once!) This was in insight into the?perception?of service quality from the customer?s stand point. ?Dividing the?perceived?value of a service/product into 3?concentric rings. The inter ring being that of the basic product or service, it is the start point, but taken as read often and therefore does not figure strongly in the?perceived?value of a??service. ?The middle ring represents the customer?s expectations, or ?must haves? in their selection process. ?A business must understand their customer?s expectations of a product or service to be in with a chance to getting their business. ?The outer ring, however, is the hardest to?achieve. ?This is where a business strives to provides the WOW factor, or exceeds the customer?s expectations. ?This makes you stand out from the crowd and gives you the best chance of getting their custom. ?This is all well and good, but expectations of your customers are constantly changing. ?So a wow factor today, could be expected tomorrow. ?The trouser press in hotel rooms is a good example. ?This means you have to keep improving your product / service and work hard on ensuring you deliver that wow factor.

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Posted by LBBC on August 16th, 2012

Source: http://www.lbbiz.co.uk/2012/08/lawns-customer-service/

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