Command Performance: The Art of Delivering Quality Service by John E. Martin

By John E. Martin

Discusses the artwork of supplying caliber carrier. successfully integrates state-of-the-art pondering on profitable carrier supply with stories from genuine businesses. DLC: customer support.

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Extra info for Command Performance: The Art of Delivering Quality Service (Harvard Business Review Book)

Sample text

A good example is banking, whose core services are close to being pure commodities. Pundits have forecast the death of the small-town bank ever since the early 1980s, when deregulation started opening local markets to more efficient regional and money-center banks. Many local banks have in fact closed their doors or disappeared into the maws of acquisition-hungry superregionals. Some local banks, though, have prospered despite the competition by focusing on certain customer segments whose service expectations the big boys don't satisfy.

Most commercial tenants, he noted, are convinced that their landlords are trying to squeeze the last penny of return from their properties. So Ford decided to stress tenant service in the 34 office and industrial buildings he put up and operates on the peninsula south of San Francisco. He doesn't charge for extras like installing electrical outlets, laying computer cable, or changing names on doors and building directories. When remodeling creates a racket that disturbs neighboring tenants, Ford brings the neighbors wine and flowers to show he's at least aware of the problem.

Ex-patients are so delighted with the Shouldice experience that they hold an annual reunion to commemorate it. " There's something else unusual about this picture of great service: most sick people couldn't get admitted to Shouldice. If you have a broken bone, gallstones, or clogged arteries, apply elsewhere. Shouldice accepts only one type of patientpeople whose single complaint is a hernia. Even then, the hospital will reject hernia victims who have histories of heart trouble or who have undergone surgery in the last 12 months or who weigh more than Shouldice recommends.

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