It’s easy to throw up your hand and say your service will never improve. The thing is you don’t need it to be anywhere near perfect. You just need it to be better than your competition. In Trinidad and Tobago, this makes your objective very attainable and probably even easy.
So are you shopping your competitor? Have you called them lately? How does their lobby, company vehicle, telephone operator or receptionist stack up against yours? The key is to figure out the attributes that are most important (to your customers and your direct competitors’ customers) and make them important in your own company. For example, in the restaurant business customers want clean surroundings, hospitable and speedy service. You need to agree on the attributes that you will focus on through training, reward and recognition and then keep track of how you’re doing in delivering them.
You don’t need to be a Ritz Carlton. In T&T, quick and clean Carlton will do.
