Tags » Service Quality

Chef on patrol (no i)

It’s not unusual for the boss to be on patrol, particularly early in the session. Checking and nudging things along, making sure the team on are their marks and ready to go. 75 more words

Indian Radio Taxi Operators v/s The Service Conundrum

Even since their inception, radio taxis has been a boon to millions of Indians. Till a few years back, on occasions when they were unable to use private vehicles, the great Indian middle class was mostly at the mercy of auto (Tuk Tuk for non-Indians) drivers. 582 more words


The Overpromise of Everything

The best. The improved version of the best. Highest quality. Exquisite. Impeccable. Enhanced performance. Seamless. Integrated. Top notch. And so on.

Those are the promises we are surrounded with every day. 310 more words

Contemporary Life

Lowering Customer Defections Increases Profits

In the early nineties, a classic article was published in the Harvard Business Review, called “Zero Defections: Quality Comes to Services,” that quantified the value of increased customer retention (or, as they referred to it in the article, “decreased customer defection”). 284 more words

Tenant Service

“Always/Never List” Helps Codify Service Standards

Two of the most important components of any service quality strategy are:

  1. Having a well-defined and consistent set of service standards in place
  2. Effectively communicating those standards throughout the organization…
  3. 304 more words
Tenant Service