https://RonKaufman.com/Subscribe
Are rising expectations outpacing your organization’s ability to deliver?
What delighted customers yesterday barely satisfies them today. And what impresses them today will be standard tomorrow.
But this isn’t just about customer expectations. Your employees, partners, and communities all expect more.
Even your competitors are raising the bar faster than ever. And just when you think you’ve caught up, the benchmark moves again.
So what do you do when the goalposts keep moving away?
Understanding the different levels of service excellence is key. It reveals exactly where your service stands against rising expectations. And once you know that, you know how to get better.
The organizations that master this challenge set the industry standards that leave competitors scrambling to catch up.
Watch Ron’s keynote at AGCO to learn more!
Join the community and receive free resources, ideas, and invitations.
Below is an Autogenerated Transcript
The six levels of service are not fixed. They’re not stable. These are not steps or stairs. This son of a gun is an escalator. It’s always in motion and it’s always going down. Why do I say that? Let’s think. Let’s say you do something unbelievable. It will be the first time you do it. If you do it a second time, it can’t be unbelievable because you did it before. It’s believable. But it might be a really nice surprise that you did it again. If you do it a third time, it becomes what they appreciate and desire. After a while, it’s just what? Expected. Before you know it, it’s only. And then one day, if you don’t do it, you’re..? Got it?
Let me show you some examples. Do you remember that? Right. When it first came out, it was considered unbelievable that you could have a telephone call without a wire. Today, completely basic. How many of you remember this? Oh, yeah. Right. And then blown to bits. Now it’s all a click away. How about this? Remember Paul Simon’s song “Kodachrome. You got such nice, bright colors.” I’m waiting for somebody to sing “Megapixels. I got millions…” And now even something that’s as manual and physical and logistical as this, which we all experienced a lot of in the last two years. That’s completely changing as well.
Major social phenomenon like the idea of money. It all moved into plastic in our lifetimes. It also moved into devices. You know where it’s going next? Biometrics. And it means you’re gonna have to be more careful when you’re shopping, because you might look at something go on like that. They go, “Great, look over here. Blink twice. Thank you.” Got your money.
So then if these stairs keep slipping down, which they do, because expectations keep rising, competition keeps improving. Yeah. Then where is uplifting on the six levels of service? It’s not one of the levels. It’s getting to the next level from wherever it is that you already are. In other words, uplifting service is a constantly, always moving target. And oh boy, in a farmer’s world where we’ve got to increase output by 50% within the next few decades. Then we’re going to have to race up those stairs.
