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Most of the way we live is reliant upon service and dependent on trying to match expectations.
The great British silent majority will put up with a lot and through lethargy or apathy will go along with the flow. The active minorities will cajole, bully, badger and loudly declare their feelings and thoughts and spout the gospel according to them! Let’s call them the vociferous ones.
The challenge for most service companies is how to be efficient and deliver service to all when 20% of customers will take up 80% of the time. This is a truism that applies to pretty much every industry, profession, service.
Of course if an attempt is made to try to clip or curtail the vociferous ones then a debate on the outrage of being contained will ensue.
When it comes to people’s homes the tightrope the manager treads is a fine one, every day is like an Indiana Jones adventure! Of course what adds is the fact that our vociferous ones are all experts in everything, never receive correspondence, never get informed, and want to engage the whole Company on their life and death matter!
Now of course it is right and proper that people get explanation, service and transparency. It is often the case that what starts out as a favour, or delivering above expectation suddenly becomes the rod to beat the service provider.
This conundrum will never be solved and it is a challenge for every company however big or small and always will be.
03 Nov 2010 10:08:50