Are We There Yet? The Service Journey

Posted by Susan Hoekstra on January 27, 2010

0 comments | 1062 reads

If you go on a long trip with young children (and sometimes not so young!), they will inevitably ask when you're going to arrive at your destination. Mine used to ask that age old question seemingly a thousand times, "Are we there yet?"

When we are on a journey to deliver excellent service, we can never ask if we are there, though. Because there will never be a time when we can say 'we've arrived'. As our service improves, our clients will become increasingly demanding, our competitors will begin to adapt your best-practices, and when not constantly reinforced, our employees' behavior will begin to wane.

Thank goodness journeys with our children result in us eventually getting there; unfortunately, with our service journey, we never reach our destination.

Republished with author's permission from original post by Susan Hoekstra.

Susan Hoekstra

Susan Hoekstra is author of The Service Journey. She has a proven 25 year history developing customer service strategies and solutions.

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