BJA - What We Believe - Delight Your Customers and Build a Motivated Lean Team
'Providing exceptional customer service and quality makes commercial sense'
In the wider consumer market, service excellence seems to be the exception rather than the norm. This provides a significant opportunity to:
- Differentiate yourself in the market
- Increase repeat visitation
- Generate good word of mouth publicity
Success is seen in visitor numbers, the financial return and customer satisfaction.
In the current economic climate customers are much more discerning about how they spend their time and their money. Delivering exceptional service and standards is more important now than ever and is one key way of differentiating yourself from the competition and will put you in a stronger position to weather the economic storm and to come out the other side a stronger brand. This does not necessarily mean spending more money and quite often the opposite is what is needed.
'Being lean and delighting the customer go hand in hand'
Having too many staff and or managers gets in the way of delivering good service and performance. It is vital that an organisation is focused on being as lean and effective as possible; has clear vision and objectives which are customer focused; has an effective minimal layered structure with excellent two way lines of communication; builds a motivated team and has strong financial and performance management
'The aim is to break out of a downward spiral'
The aim has to be break out of a downward spiral and to bring about the change necessary to enable the business to develop and grow i.e. it is important to look for the opportunities to improve revenue generation and sales, to create and enable ideas to come through and to most importantly improve the service. This can usually be achieved while saving money and is more about:
- The way the service is delivered and monitored
- The roles and objectives of the managers and staff
- The way an organisation or operation is structured and or managed