Service Improvement: The Squawk Point
Service improvement for pragmatic people. Ideas, tools and techniques to improve your service operation.
Too Much Information
I have a new car to drive It is fantastic, it is the best type of car in the world, it is my wife’s company car Everybody should have one of these, I don’t need to buy petrol, check the oil, top it up with water. I don’t even have to buy insurance. (Which is [...]
The Queue
How bad can a day in a service centre get? Let’s be honest, nobody is going to die, not unless they are spectacularly unlucky and trip over a trailing cable What does a bad day look like? Like this: Your colleagues in Marketing or IT or Pricing do something stupid to a lot of customers. [...]
How to Change Behaviour or Why Fish Don’t Ride Bicycles
It is a big challenge, maybe the big challenge. How do you sustain change? How do you get people to do something different, to change their behaviour? Here is a model to frame the problem… There are 5 stages people have to pass through before they will change their behaviour for good: Awareness Want Know [...]
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