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What is a Service?

What is a Service?. What is a Service?. Provides a valuable benefit that is 1. Simple 2. Predictable 3. Well-defined 4. Visible Customers judge us every time they use our service. 1. Make it Simple. Give me everything that I need Limit my choices Tell me what I need to do

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What is a Service?

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  1. What is a Service?

  2. What is a Service? Provides a valuable benefit that is 1. Simple 2. Predictable 3. Well-defined 4. Visible Customers judge us every time they use our service

  3. 1. Make it Simple • Give me everything that I need • Limit my choices • Tell me what I need to do Examples • Taxi takes me to the airport • I don’t provide maps, gas, or exact toll change • ISP gives me email client software and docs • No need to understand firewalls, SMTP, LINUX

  4. 2. Predictable • Consistent service levels, response times, results • Set appropriate expectations Examples • Espresso is hot, dark, strong, slightly bitter • Hotel room is warm, clean, fragrant • Rental car return includes instant receipt

  5. 3. Well-Defined: No Surprises • Tell me what is included or extra charge • Tell me how it works and what actions to take • Do exactly what you say you will do Examples • Hotel movies are $8 after a 3 minute preview • ATM eats your card after three wrong PINs • To get a driver’s license, [1] study the law; [2] pass written and road tests; [3] pay annual fee; [4] avoid DUIs

  6. 4. Visible • Most services are invisible except when they fail. Remind customers of what they get. Examples • “How we spent your taxes” city newsletter • Paper wrapper on hotel toilet seat says “I’m clean!” • “You saved…” total on grocery receipt • Monthly quality of service report

  7. Warning • Customers remember occasional failures • “Guaranteed” means guaranteed • Down time is down time • Hiding statistics doesn’t work • Subjective measures are harsher than hard numbers • Loyal customers are pure gold • Reference selling is the only route to service success

  8. How Will You Know? • Pay typical users to try your service • Passing the “Mom” test • Measure, improve, measure, improve... • Establish clear numeric goals • Measure daily, weekly, monthly, quarterly • Fix root causes of problems • Repeat (forever) • Customers want to help • Complaints take a lot of effort • Customer Support is your ear to the world

  9. Service Summary • Simple, predictable, well-defined • Customers can worry about other things • Visible results • Metrics, reporting, thank-yous • Live your service every day • Measure, improve, measure, improve

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