What makes for great service? Yesterday I ranted about Starbucks… Today I went to my usual Starbucks and did my usual mobile order. When I arrived, one of the ladies saw me, walked over and handed me my coffee (with a green stopper thing !) “Here you go Steve”. Super friendly smile and all. And the coffee was exactly as I ordered, of course. Mobile ordering is a godsend.
If that happened every day, I would consider that GREAT service.
Is Good service, delivered consistently, the same as Great service? I believe so.
When we ‘deliver’ a report (flash for a manager, sales by item for a stock host to replenish a floor, WOS with orders needed already calculated to a buyer, etc. ) and it comes as expected, on time, and accurate, is that great service?
If you miss a day, or the service level drops for a day ( report server failure, or no one made my coffee! ) the exception makes for bad service.
So the reverse must be true.
Be great, but be great EVERY DAY.
-THAT Planning Guy