Could Service Delivery Be Your Secret Weapon?

A part of any experience with a brand or business is in the service delivery. customer retention secret

And it can play a key role in keeping customers buying your products or services as part of your marketing strategy.

If you provide a service, you probably have your preferred way to deliver your service.

From the initial contact, through to agreement, changes or modifications to concluding the service.

Have you ever through of how you could use simplicity to benefit your business and customers?

The reason for the question is customers will make judgements on how they feel about the service delivery. And it can be one element they look at when thinking of referring, or buying again from your business.

Customer Steps

If you take each step of your service delivery, have you ever looked at it from a customer perspective?  If you have, you no doubt know the benefits.

The advantage of doing this is customers often look for different things from you regarding service delivery.

For example, you may want as much information as possible to be able to do the project. The customer on the other hand wants to give you information but no more than is required. One reason is they have other things on their mind or things to do.

The Secret Weapon

If you take a moment and map out each step of the service delivery, it can open up the possibility of how you can simplify  them.

As you look at each step is there something unique you could offer that helps customers and sets you apart from your competitors. A copywriter I know some years ago changed the way he delivered the first draft. He considered how it could be simplified to benefit the customer and revisions were cut in half.

As far as he knows, no other competitor does this with the first draft.

As you look for ways to get a competitive edge and ensure your customers return and refer it may be worth looking at ways to improve or change your service delivery steps.

Over to you, have you ever looked at simplifying the steps of your service delivery? Have you mapped out the steps customers take?

photo credit: funkandjazz via photopin cc

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21 Responses to Could Service Delivery Be Your Secret Weapon?

  1. Great reminder to keep our customer’s perspective in mind. I try to tweak my method of delivery to fit my client. Sometimes, I have a tendency to almost do a “data dump” and provide too much info all at once. The biggest change that I’ve implemented over the years is that when we’re communicating via email to try to keep our correspondence focused on one topic and to change the subject line to reflect it. (This is also a great time saver if either of us need to reference something that we discussed previously.)

    • Hi Sherryl,

      Your example of the way you communicate via email is a great example of how a change can make an impact and also as you mentioned save both of you time. I am sure your clients appreciate this approach.

    • Absolutely agree about repeat business being golden and sometimes improving service delivery is quite simple to do. Thanks as always for commenting.

  2. Funnily enough, I’ve just written a few posts on the good and bad service I received from an airline. They have lost my business in the future.

  3. Back in my agency days, I attended a sales seminar and took the advice of the facilitator. I called a prospect and asked if I could stop by with the first draft of our proposal for his review and comments. He really liked the idea and said to come for lunch and we’d look over the proposal while having a couple of sandwiches. We discussed the things he wanted to include/delete. He said just send me the final with our changes and I’ll get back to you. When I returned to the office the new business team asked when we’d be making our presentation. I said I just came back — we don’t need to make a presentation. Their jaws dropped. While I’ve never quite done that again, I will call a prospect and say I’m working on the proposal and so far I’m including xyz. Is that what you’re expecting? I also included clients and prospects in brainstorming sessions. What the heck – it’s for them so why not include them?

    • Your story is a great example of using service delivery that works. Also your approach is one we could all learn from and agree completely about including them. Would save a lot of time for both sides.

      Thanks for sharing this Jeannette.

  4. I have. On food any thing that’s sweet is a driver but I just can’t in good conscience only post cookies and candy… LOL. Wine as long as the story is interesting with little know facts. Life/Stories, the more drawing the better and particularly if it’s funny.

    I’m anxious too see how the podcast will be received. It was a ton of new learning for me but it has been fun. 🙂

  5. Some will try but the “forest for the trees” thing sometime blocks their view/perceptive. Having a fresh set of eyes look at it, without prejudge, can make a hugh difference in the real story. For me, i have trouble sometime figuring out what it is people like (or don’t like) the best on my blog. I have think a short survey would help me with that. What do you think?.

      • That’s the funny part. I have different readers for the different niches. It seems to be pretty equal. I am launching a survey after I’ve posted a few of my podcast. I think it will reveal some things I need to hear or know. 🙂

        BTW: My first podcast will post tuesday this week. 🙂

        • Re the different readers that would make sense. May be a dumb question but did you look at the content and the popularity within the content, pages read etc? Good luck with the podcast and will look out for it. Good idea about waiting until you have a few episodes.

  6. Tell the truth I never took a step of my service delivery.. Your post literary opened my eyes to this issue. I didn’t even think that it’s possible.