It was about getting the basics right. It was about knowing what the basics are, in order to get them right in the first place.
Give me an “R” for ready
I like it when I get a reply to my enquiry that’s professional, knowledgeable and practical. This sort of customer experience gives me confidence with the company I’m dealing with and makes me want to go to their Facebook page and “Like” them so badly.
It is miles away from a polite “I’ll check and come back to you”, even if it were said with a smile. This is because it gives the impression that they were not ready to deal with my enquiry – either they had no idea what my enquiry was about or if they did, they did not know how to answer me.
“Responsiveness” was the buzzword in the service industry before “Disruptive” took over. But responding without being ready would make for an even worse impression than having a satisfactory reply come in good time.
"...responding without being ready would make for an even worse impression than having a satisfactory reply come in good time.
So what does being ready entail?