"Service Excellence" The key to premium-price

"Service Excellence" The key to premium-price My friend Melissa has a story to my other days. I asked her why she is in a local hardware business, which is more expensive, for what they buy, when the mega-hardware stores. Their response surprised and conceed. Melissa, that if he does not know exactly what she wants, she will go to local shop, although it is more expensive. She went to say that at the local store, there have been many people to answer their questions, and they are very experienced. The mega-hardware store, said she can never find anyone to help her and if she does, usually are not able to answer their questions. For customers, the services available and informed said it was willing to pay more than they are in mega-stores.This I had to think about the premium prices and service. Not over the phone service. This is something completely different. But face to face services in the retail, food services, hospitality, personal services and financial and professional services. These are all areas where, despite the mantra? Excellence? e? Quality? the level of benefits have spiraled downward in recent years. The question arises, what does it take to understand the level of excellence in the face to face service, and thus qualified for the premium price.The best people. This is a 'chicken and egg. If people are paid minimum wage, no benefits, have little or no training and career development of some employers to get what they pay. This leads to poor service, bad attitude, personnel who are not competent and constant tuover. What is needed therefore to achieve the best in an industry or service area? Pay. A full-time people should have a salary. But if the salary is at this level, then the performance expectations and criteria for employment match.Benefits. Full-time employees after an initial period (often six months) should be a package of benefits. It is not unreasonable, even in this: medical and dental insurance, vacation, pension and bonuses for longevity and performance.Training. The U.S. govement spends a significant part of the defense budget for education. Men and women who protect and defend the country are the best and most current training available. They need to know their job inside and out. There is a reason why this should not be the case, with each individual in a face to face services. Customers are the heart and soul of every company. Why insult them daily by little or no training. And the concept? On-the-job? Training is often the only training. Training is a key area for improving and maintaining the best people.Development. Most people just do not want to lea, to grow. Whether it's expansion of jobs or a recent development in the direction of another, larger work, professional development is essential. About the same tasks day in and day-out can only react with the poor and always in search of green pastures.Career way. Where are the supervisors, managers, executives of districts? If the answer is, they are hired? From the road? This is the wrong answer to this challenge. As part of the development, service employees must be given the opportunity, and on an organization, no matter how small or how large. With training and education, which has a good job should be allowed in the ranks of administrative measures business.These are not those of a? Bleeding heart liberal?. These service companies in the sector is essential to improve the level of face to face customer service. Only with the highest of any company and expect the customer loyalty and premium prices. Otherwise, the battle for the cellar, with service companies that have their lowest point in prices, accompanied by poor service, high employee tuover, dissatisfied customers and narrow margins. The choice is yours.George F. Franks, III is the founder and CEO of Franks Consulting Group, a Bethesda, Maryland management consulting and leadership coaching practice. George is a member of 'Institute of Management Consultants (USA) and the Inteational Coach Federation. He can be contacted at the following address:   Gfranks@franksconsutlinggroup.com   Franks Consulting Group is available at:     George's weblog is: