{"id":1295,"date":"2017-10-31T09:00:46","date_gmt":"2017-10-31T09:00:46","guid":{"rendered":"http:\/\/www.mycooresources.com\/?p=1295"},"modified":"2017-10-25T17:20:08","modified_gmt":"2017-10-25T17:20:08","slug":"just-one-more-step","status":"publish","type":"post","link":"http:\/\/www.mycooresources.com\/?p=1295","title":{"rendered":"Just one more step"},"content":{"rendered":"<p><span style=\"display: block; text-align: center;\"><img loading=\"lazy\" decoding=\"async\" style=\"border: 0px initial; width: 450px; height: 70px; margin: 0px;\" src=\"http:\/\/www.mycooresources.com\/wp-content\/uploads\/2017\/06\/AKA_MyCOO_logo.jpg\" width=\"450\" height=\"70\" data-file-id=\"476783\" \/><\/span><\/p>\n<p>Over the last month or so, I have observed and\/or experienced several &#8220;missteps&#8221; by service providers. Those missteps resulted in poor customer service. Some of these missteps included:<\/p>\n<ul>\n<li>The waitress delivered the food and everyone&#8217;s order was wrong &#8211; and when she went to correct it, she still got it wrong\n<li>The dryer repairman failed to check some basics and ordered multiple parts. Once another repairman arrived, it became clear those parts were not needed and just a minor adjustment was required\n<li>The customer service rep failed to react to a customer&#8217;s concern that the repairman had already come out 4 times and still had not resolved the problem.\n<\/ul>\n<\/p>\n<p>In each of these examples, if there was a step in the process that included a quality check and\/or escalation process, these missteps would have been avoided and the customer would be happy.<\/p>\n<p>A common challenge with processes is that they do not include steps that are customer-focused to improve the quality of the product or service provided. In the examples identified above, the customer would have been much happier if:<\/p>\n<ul>\n<li>The waitress included a step that she did a quality check before delivering the food.\n<li>The first dryer repairman had performed a more thorough evaluation to identify the problem\n<li>An escalation step was included, based on predefined criteria, when a customer called multiple times for an unresolved issue\n<\/ul>\n<\/p>\n<p>Adding an additional step for each of these examples would have eliminated unnecessary extra work and disappointed customers.<\/p>\n<p>Assessing your customer-focused processes to improve the quality of your products and\/or services will delight your customers and save wasted time, energy, resources, and money. As John Wooden, the UCLA Head Coach said so well: &#8220;If you don&#8217;t have <b>time<\/b> to <b>do<\/b> it <b>right<\/b>, when will you have <b>time<\/b> to <b>do<\/b> it over?&#8221;<\/p>\n<p>Unsure how to assess your customer focused processes to improve quality? We can help. Contact me at <a href=\"mailto:CharleneA@mycooresources.com\">CharleneA@mycooresources.com<\/a>. Also, check out our blogs and previous newsletters and\/or emails at <a data-mce-href=\"http:\/\/www.mycooresources.com\/?page_id=324\" href=\"http:\/\/www.mycooresources.com\/?page_id=324\">http:\/\/www.mycooresources.com\/?page_id=324<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Over the last month or so, I have observed and\/or experienced several &#8220;missteps&#8221; by service providers. Those missteps resulted in poor customer service. Some of these missteps included: The waitress delivered the food and everyone&#8217;s order was wrong &#8211; and when she went to correct it, she still got it wrong The dryer repairman failed<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-1295","post","type-post","status-publish","format-standard","hentry","category-email"],"_links":{"self":[{"href":"http:\/\/www.mycooresources.com\/index.php?rest_route=\/wp\/v2\/posts\/1295","targetHints":{"allow":["GET"]}}],"collection":[{"href":"http:\/\/www.mycooresources.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/www.mycooresources.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/www.mycooresources.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/www.mycooresources.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1295"}],"version-history":[{"count":1,"href":"http:\/\/www.mycooresources.com\/index.php?rest_route=\/wp\/v2\/posts\/1295\/revisions"}],"predecessor-version":[{"id":1296,"href":"http:\/\/www.mycooresources.com\/index.php?rest_route=\/wp\/v2\/posts\/1295\/revisions\/1296"}],"wp:attachment":[{"href":"http:\/\/www.mycooresources.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1295"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/www.mycooresources.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1295"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/www.mycooresources.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1295"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}