The One-Two Punch

If you want to be known for service, you have to answer a couple questions.  First, what do customers expect?  As fast as things change today, expectations change just as quickly, and your business has to meet those changing expectations.  Second question: what would surprise your customers?  Think of two or three ways you could surprise customers with your service delivery – then pick one make it part of your system today.  Then add another in three months.  It’s the most reliable way to get an advantage over your competitors.