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Creating a positive experience, through our company culture

I’ve written in the past about how important customer service is when choosing a contract laboratory – or any other business partner.

The thing about customer service is that no two customers want the same thing.  So delivering great service requires a deep knowledge of what a customer wants; it’s not going to happen by accident.  Good customer service is hard to come by, but there are companies that have delivered great service over many years - John Lewis is a well-known example.  How can a company consistently deliver great customer service?

A Google search on delivering customer service unearths lots of articles on measurement, KPIs and systems and processes.  This is all good stuff, but I can’t help but feel that it misses the point.  When I’ve experienced great service, it hasn’t been because someone has followed a process properly and been measured doing it.  It’s been because one human being has tried to make a difference to another human being.

Great service in a nutshell is this: it’s about creating a positive experience for an individual.  And whilst there is huge variation in what individuals might consider a positive experience, there are many areas of common ground.  Do you know anyone who doesn’t like to be listened to, treated with respect and honesty, and to be made to feel like they and their issues are important?  And by treating people this way (which really means talking to them), it is possible to discover the specifics of their issues, likes and frustrations.

Tom Horner, MD of Trinity Scientific