Creating a New Standard of Excellence – Six Things You Can Do

The Power of Exceptional Service

Imagine the surprise and delight when a service exceeds your expectations, such as a same-day appointment with a highly recommended specialist or immediate resolution of a household emergency. These instances, while remarkable, should be the norm rather than the exception. Unfortunately, consistent high-quality service is not always standard, as illustrated by personal anecdotes involving quick and efficient responses from service providers. This sets the stage for anyone willing to elevate their service levels to stand out significantly.

Strategies to Enhance Your Standards of Excellence

Current Performance Evaluation

1. Gather Feedback: Start by consulting those you serve—be it family, coworkers, or customers. Understand how well your current efforts meet their expectations. It’s crucial to approach this step without defensiveness; simply listen and absorb the feedback.

Setting the Standard

1. Understand Expectations: Engage with your audience to grasp their needs, wants, and aspirations. This insight allows you to gauge the expected standard.
2. Establish Your Criteria: Decide the level of excellence you aim to achieve. While it’s important to consider external expectations, setting your bar high is ultimately your responsibility.

Exceeding Expectations

1. Under Promise and Over Deliver: With a clear understanding of current perceptions and expectations, manage them wisely. Aim to deliver more than you promise, gradually increasing your commitments as your capacity improves.

Continuous Improvement

1. Identify Areas for Improvement: Regularly ask yourself and your team, "What’s not excellent?" This continuous scrutiny helps in pinpointing areas needing enhancement.
2. Measure Your Progress: Set benchmarks and regularly measure your performance against them. This step is vital to know how close you are to achieving your standards and where adjustments are necessary.

Why These Steps Matter

Implementing these steps can significantly impact customer service and can be equally effective in other areas of your life. By consciously and consistently raising your standards, you not only enhance your own skills and processes but also contribute to setting a new benchmark in any field you choose.

Interesting Statistics and Insights

• According to a survey by American Express, 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. (American Express)
• A study by White House Office of Consumer Affairs found that it is 6-7 times more costly to attract a new customer than it is to retain an existing customer, highlighting the importance of exceeding expectations in customer interactions.

These statistics underscore the significant impact that exceptional service and high standards can have on customer retention and satisfaction. By adopting the six steps outlined above, individuals and organizations can not only meet but exceed the expectations, setting a new standard of excellence that is both remarkable and rewarding.