Exceeding the Customer’s Expectations?
Robert Vespa, Lexicon Relocation
For those of you who know me, you know I enjoy golf. On Monday, I booked my tee time for Saturday and couldn't wait to get out there on the course. We had high expectations but soon found the course was suffering from neglect though it still had great potential. We had a good time playing, got our golf game in, but we'd never refer the course as they did not exceed our customer expectations.
In the moving industry, everyday we're in the customer's home and we ask ourselves, "Are we really exceeding the customer's expectations?"
The season is right around the corner for your core business and for Lexicon Relocation! As our business has spiked, the challenge of delivering superior service to our customers has also increased.
Growth & Goals for 2019
We have an aggressive growth plan in place for 2019. To help achieve and support these growth goals, we will be focusing on the following areas:
- Improving operational performance to drive increased customer satisfaction.
- Higher sales with the ability to more efficiently support the higher volume.
Our primary goal involves a commitment to continue improving our operational performance. A strong operational backbone is necessary to support a high sales volume. We, and that means you as our partner too, must deliver a higher level of customer service than our competition. Our service levels will not only help define our brand, but will also lead to more sales.
Customer Feedback: The Good, the Bad and (hopefully not) the Ugly
We measure our performance on this execution by surveying every customer once their move is complete. Today, however, the power of customer feedback - both positive and negative - has dramatically increased due to the power and pervasiveness of the internet. Infrequent issues and errors can become big issues with high volume sales. We must review and correct any errant processes before these processes become issues. We are working aggressively to improve our customers' experience, particularly in the area where we experience the majority of our customer service failures.
Two areas that come to mind are during the loading/unloading services and arrival times. Yes, you did read arrival times. You would think that is an easy one but you would be surprised how many times we cannot make it when we say we will be there.
Many of these issues are the result of a breakdown either at Lexicon Relocation or at the partner level. We are reviewing our processes here at Lexicon to improve our communication and execution of these events. Similarly, our Move Partners are also reviewing their operations to ensure that together we execute and communicate the correct expectations to the customer.
Eyes on the Prize: Focus on the Customer
We all need to stay centered on our main goal: “serving our customers.” With our business expanding rapidly, there are bound to be some growing pains. As long as our customers aren't feeling that pain, we will be able to continue to build and protect the positive brand image we have all worked so hard to establish. Our sales and marketing are helping to raise awareness of the Lexicon Relocation name, but our reputation will be formed by the quality of service our customers receive throughout all of our efforts
We are all in our defining moments, and it is critical we establish a strong foundation by delivering exceptional customer service, one customer at a time, and out-executing the competition!
More to come at the AMSA 100th Annual Conference & Expo!