Back Talk

There are many companies in the service industry that love to serve you and it shows. Real service takes the right attitude toward people and what they value as they spend their money. The incredible thing about the service industry is that there are some that approach servicing the client all wrong. I wanted to spread clarity and share my passion on the subject. The consumer works hard to ensure his or her necessities of life are adequately met and that the things that mean most to them are provided with care and love.

When you find a company and service that will go that extra mile to please you, then you know that they care about you and are not just concerned with a mass approach. The objective of service is to know the need and supply it without fail. Companies have to learn that people could go anywhere for what their businesses offer, so what makes them choose us time and time again. I believe that consumers teaches every business a lesson as they vote for a company with their pocket books. Let’s spend a little time going over what I think matters most in the service industry.

ATTITUDE — Consumers love patronizing companies with the right attitude.

An attitude of production is one that cares about people above profit margin. Please don’t misunderstand me…profit is key but without a positive and productive attitude toward our clients, profit is a moot point. You can’t have productive profit margin without great clients that will look to you for what they need. Companies have to have a proper attitude in two key areas. ONE: An excellent attitude for supplying the best experience for the client, and TWO: An excellent attitude of gratitude that the consumer thinks enough of your company to patronize it. The right attitude ensures a company of long lasting relationships and not just occasional visits.

BEHAVIOR — A company’s attitude produces better company behavior.

Employees seek to perform at an optimum capacity when there is an unswerving standard in place. When a company’s behavior is perfected, individual personalities aren’t the focus anymore. I’m saddened when a consumer only spends his or her money with a company contingent on the personality behind the desk. When there is the expectation of a exceptional standard behavior, it doesn’t matter whose working and what shift it is…the consumer senses and sees that behavior executed throughout the company. It doesn’t cost anything to treat people “right” on a consistent basis. The consumer can then trust they’ve experienced the standard of how this company operates all the time. Lastly, given that the right attitude and the right behavior are operative, consumers then witness the company’s obvious character in and through every transaction.

CHARACTER — The character of a company speaks volumes because it says that this is not just what we do but this is who we are.

What can you say of the companies you patronize, particularly in the private charter service industry? What makes you choose them every single time? A company’s character should speak so clearly that the consumer becomes a walking billboard of advertisement as they share with their peers. A wise person once said that ‘Proper Content produces Proper Character for Proper Consequences’. The places that you spend your money should really love serving you…AND it should show.

C. Edward Moten, President
http://dominioncharter.com
©Feb2012; Dominion Charter Ltd., All rights reserved

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