Too often we use the term "excellence" to indicate the high quality standards that a company should aspire to be competitive and successful. But
related activities of the market, for example, this notorious Excellence in what results? In
frequent interventions by Mystery Client implemented on a large sample of SMEs (on behalf of various companies, we pretend there are always different potential customers to see objectively what kind of management is given by operators of the company and what types of remedies should be made), sometimes things emerge blazingly:
1. It explicitly calls for a quote on a particular service and to work candidly says, "when the referent is not available, please call tomorrow from 9.00 to 13.00 and from 14.00 to 18.00. But an automatic receiver would cost less at the end of the year? and maybe you can even set it up so that you do leave your name and number of the caller!
2. Call that is passed to 3 different operators (in a company formed by 10 people), and all 3 are the first to tell you in detail the specific need and then answer that "this thing is dealing with a colleague of mine, I'll call as soon as possible."
3. Salesman who, after describing the product exclusively in a technical way, adds, "of course we only accept payment order because we do not trust customers who do not know."
I could go on forever, but I do because I already know that the reader is led to think, "Oh come on, but as these companies are made? Imagine if my company would manage in this way a potential customer."
because I know exactly what I say almost all of the first companies to experiment on their skin, the difference between what they think of themselves and what instead, coming into contact with them, living the mystery shoppers.
And unfortunately not only the latter!
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