Poor service drives me crazy! I recently ordered spaghetti and meatballs. The spaghetti came after everyone at the table had started eating, and where were the meatballs? I asked the waiter if he could bring the rest of the order. He came back with a little bowl containing one meatball and said, “Will there be anything else?” We laughed. I didn’t want to distract from my friends’ dinner, so I left it alone—the lone meatball.
For those who’ve heard me speak, you know about the connection between value, customer loyalty, and profit. As the customer in the scenario above I felt like I paid for more and got less. Failing to deliver value is the surest way to lose customers. If you are providing an internal service, such as management or accounting services, are you making sure that your internal customers are receiving value from your work? If you’d like more trust and cooperation at work, deliver more value. Find out what your internal customers value, and deliver it to them so it’s mutually beneficial.
Written by Scott Mastley, SPHR, MBA. Scott is the Chief Human Resources Officer for Resource Alliance. Scott is a consultant, not an attorney, so he shares his opinions, not legal advice, about increasing performance and limiting liability.
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