p eo p l e
Service Excellence:
The Search
Continues
placed. Service excellence at its best. Not!
David Esler
Principal, Kaizen Executive
G
iven the response we received from
my last article regarding service
excellence in our industry, I thought
that I would share some further insights
from my ongoing research, and also a little
more detail into some of the findings and
what I feel we should be doing differently to
improve our approach to our customers.
In my last article, I challenged you to take
time out of your busy schedule to spend
it either in your customer service or trade
sales departments to listen and observe
what is really happening to your customers.
If my instinct is correct, a few of you will
have done this. But I suspect that you were
saying to yourself, ‘What is this guy David
talking about? It wouldn’t happen in my
business.’ Think again.
What became very clear to me during my
attempts at purchasing product is ] B