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In this issue...
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Improving Your Serve Via
Good Information
By Jerry Thacker
Delivering consistent, personalized service should be the goal of every provider of goods and services. Whether you run a profit-making concern or provide services based upon the support you raise from interested supporters, your "face" to the client/consumer needs to be one of caring, competent service provision.
One of the best ways to "improve your serve," is to solicit information from those you serve each time you have the opportunity to be involved with them. Whether you use a client/customer service card, ask the questions at the end of your provision of service, or follow up by mailing them or giving them a response card, asking questions can let you know if your organization is performing up to the standards you have set for yourselves.
Here are a few questions you might want to consider. I prefer to use Leichert scales for some responses so it is possible to gauge the strength of the response.
By regularly soliciting information like this from clients, you have a source of continuous feedback about the operation of your center. Results should be tallied and discussed no less frequently than once a month at staff, management, or board meetings to keep customer service a top priority.
| Jerry Thacker is president of Right Ideas, Inc., and publisher of At the Center. He can be reached at jerry@rightideas.us. |
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