tag:blogger.com,1999:blog-6973104615594350941.post6338573403072568002..comments2023-11-05T03:29:27.005-08:00Comments on Service Encounters Onstage: What is Service?Chris Reaburnhttp://www.blogger.com/profile/07769450787828343311noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-6973104615594350941.post-30161715621366366562011-03-28T19:32:55.000-07:002011-03-28T19:32:55.000-07:00Jim,
Thanks for the comment & for stopping by...Jim,<br /><br />Thanks for the comment & for stopping by!<br /><br />There are a lot of ways to describe this business fundamental - many more complex, though few that can be as complete.<br /><br />The promise construct works because it is so easily understood by people charged with creating and fulfilling them.<br /><br />While service performance is often described in somewhat fuzzy terms by professional managers, we all know the feeling of having had promises broken.<br /><br />We've all known the anxiety of being on the other end as well, having made a promise and not upheld it.<br /><br />It's a simple & useful construct for loyalty as well - if you keep your promises to me, I tend to think more of you and want to associate with you further. If you tend to break those promises - whether through your fault or not - I tend to see you as less than reliable and invest less in you.Chris Reaburnhttps://www.blogger.com/profile/07769450787828343311noreply@blogger.comtag:blogger.com,1999:blog-6973104615594350941.post-74943721645145469102011-03-28T04:43:21.194-07:002011-03-28T04:43:21.194-07:00So true. As a brand, you have to decide upfront w...So true. As a brand, you have to decide upfront what the approach to customer service will be. What you will "promise" as you say. And it should be consistent with the other elements of the brand as well. Deciding upfront is the key to good execution later. Jim Josephjimjosephexphttps://www.blogger.com/profile/16434901412819366849noreply@blogger.com