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What surprises have you encountered in doing this work? |
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There are an alarming number of organizations that are content with providing mediocre service. Believe it or not, there is also a small segment that has no problem with providing poor service, as long as the bottom-line does not reflect it. There is a misconception among many leaders that “service excellence” and “quality improvement” initiatives require too much work and cost too much. The overwhelming surprise is that only great organizations are truly interested in elevating the level of service provided to their customers. Quite frankly, mediocre organizations and leaders do not feel service excellence is a priority.
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