Tool Box
Issue No. 35 - June/July 2007
Service mentality in a Corporate world
by Pamela Brombal
For many years service has been a dirty word in certain business sectors. To give of yourself to benefit another person was seen as something degrading, to be avoided.
But a slow-changing perception among decision makers means exceptional service will become one of the most critical attributes of any growing business regardless of its service or product.
Consistent service will become a sustainable point of difference that cannot be underestimated in determining who will flourish.
Unfortunately for employers, many graduates have not been trained in the art of great service at University. Many employees have never spent a day on the shopfloor. I never saw the subject “creating a memorable service experience” when I was a student.
How many firms can honestly say they recruit according to a candidate's sales experience and understanding of client satisfaction? These “soft” skills are overlooked in favour of the “hard” skills that are more visible, tangible and easier to define.
During my career spanning retail and client management I have been surprised at how much crossover there is between the two industries.
Whether a sales associate is selling a piece of clothing or a solicitor is selling expertise in a certain field of law, both need to “finalise the deal”.
Sure the packaging differs, but the principles of delivering a satisfying service are the same wherever there is employee-client interaction.
When rev...
