Maintaining the Highest Quality Standards to Exceed Our Clients'
Expectations
Maintaining the Highest Quality Standards to Exceed Our Clients'
Expectations: Visions of Future State, Customer Service, IT Service
Providers, Consulting Services
Football season is in full swing and sports
fans across the country are excited that this year just
might be the year for their team. Of course, most
fans will be disappointed when their expectations aren't
met; others will be elated as their team does better than
they could have dreamed and brings home a Super Bowl
championship. I'm sure you've all been disappointed by your
favorite sports team over the years - if not, just ask a Red
Sox fan. It took 100 years for their expectations to be met!
Expectations are Founded on A Vision of Future State
Like fans, clients' expectations are founded on a
vision of their future state through our (IT service
providers) work and actions. Clients have expectations that
are set by the articles they read, their past experiences
with other consulting firms or internal IT staff, their own
understanding of technology and their interactions with
colleagues in their own - or other - industries.
Even companies like Nordstrom, FedEx and the local
plumber all set our clients' expectations. How can this be,
since those companies aren't even in the same industry?
Every experience your client has sets expectations for
future experiences with other products, services and service
providers, regardless of industry. When the local plumbing
company guarantees service appointments by promising to pay
you $50 dollars for every 10 minutes their plumber is late,
this becomes a standard by which we are all measured.
Great Service: Meeting the Customer's Expectation
From the client's perspective, great service is just
that: great service. We might think that it's not fair for
them to transfer their experiences across industries, but
they do and there's nothing anyone can do to prevent this
from happening.
So, when you analyze your own company's own performance,
never forget that you are being held to the highest
standards, regardless of industry.
It's a great start to be
the best in your industry, but when you strive for
improvement look outside for inspiration. Research companies
that are recognized as world-class service providers and
find out how they attained their world class status. Analyze
their business models to see why they're able to meet
challenges that your business can't. Be creative in your
approach to accomplish the same results.
Sure, it might not be fair that a client expects the
same level of service from his plumber and his IT staff.
But, that won't keep you from losing that client when
another company meets - or exceeds - his standards.
Crossroads: Striving to Exceed Expectations Every Day
The management and staff of Crossroads Business Solutions (XRBS) strive
to meet, and exceed, our clients' expectations of service every day. We
strive to maintain a philosophy of developing proactive solutions rather
than a reactive approach after a problem has already occurred. We look to
the future, try to discover potential problems, and develop solutions for
our customers before they become real problems.
As a part of this philosophy, XRBS continuously updates our technology
services by educating and training our IT Specialists in the latest tech
developments and solutions for business. Our recent certifications as a
Microsoft Partner and Small Business Specialist demonstrate our level of
experience and daily commitment to maintaining the highest levels of
customer service possible.
| 
15275 Stoney Creek Way