Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Fri Feb 29, 2008 4:45 pm Post subject: Thought Piece, What Is Excellent?
Excellent, is a level of service most businesses may strive for. But exactly what is excellent? Even dictionaries give a vague description, such as very good or first class. In reality, isn’t excellent merely the best we have experienced?
For instance to a person born many years ago and in a very hot climate, a fan may have been excellent. To a person that has experienced air conditioning, a fan may only be acceptable. The definition has changed, because experiencing better has changed it. From that respect, excellent is a relative term based on our experience.
Another example may be a shop that resolves a long existing problem, after several other shops have failed. This shop may now be considered excellent by the client. Yet had the same problem been resolved by the first shop, on the first visit, the service may have only been considered adequate. Perhaps unfortunate, but the way people tend to view things.
With this in mind, it may be ever harder for a shop to demonstrate that it is truly excellent to its clients. I believe this escalating zero-point is a fact of service life. In what ways might a shop address this?
Joined: 09 Dec 2007 Posts: 21 Location: Lathrop MO
Posted: Fri Feb 29, 2008 5:38 pm Post subject:
Well one way I believe would be through consistancy over time. Unfortuanately that's no "quick fix" but if a customer is regular enough to notice that everytime they recieve "adequate" results, the results would then become excellant again?
Joined: 19 May 2007 Posts: 206 Location: Camp Verde, AZ
Posted: Fri Feb 29, 2008 10:15 pm Post subject: Re: Thought Piece, What Is Excellent?
louis wrote:
Another example may be a shop that resolves a long existing problem, after several other shops have failed. This shop may now be considered excellent by the client. Yet had the same problem been resolved by the first shop, on the first visit, the service may have only been considered adequate. Perhaps unfortunate, but the way people tend to view things.
Amazing how that works isn’t it.
louis wrote:
With this in mind, it may be ever harder for a shop to demonstrate that it is truly excellent to its clients. I believe this escalating zero-point is a fact of service life. In what ways might a shop address this?
The escalating zero-point is a challenge. It is relatively easy to be more excellent than other shops. But to continue increasing in excellence can be a challenge. In this case we are almost competing against ourselves.
In general I would say keep searching for, and trying, new and different things. Some of these things could be;
Every few years remodeling the front office.
Up date and remodel the customer waiting area.
Have name brand drinks (no alcohol) in the customer waiting area.
Call each client by their first name, or the name they prefer.
Find better ways to help the customer to accurately communicate the concerns they have with their vehicle.
Keep improving on peoples three main concerns about auto repair, fixed correctly the first time, fixed at the price quoted, the job completed when promised.
Find ways to address concerns that the client is not even aware of.
_________________ David Wittmayer
Owner / Manager
Hansen Enterprises Fleet Repair, LLC
Camp Verde, AZ
www.hefrshop.com
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Mon Mar 03, 2008 8:43 pm Post subject:
Hi Jeff,
Jeff S wrote:
Well one way I believe would be through consistancy over time. Unfortuanately that's no "quick fix" but if a customer is regular enough to notice that everytime they recieve "adequate" results, the results would then become excellant again?
I really like this thought. Being consistently good may be most impressive of all, especially over time. The total lack of a negative, in itself, could build a very strong positive impression. Thanks Jeff.
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Mon Mar 03, 2008 8:52 pm Post subject: Re: Thought Piece, What Is Excellent?
Hi Dave,
Dave wrote:
louis wrote:
Another example may be a shop that resolves a long existing problem, after several other shops have failed. This shop may now be considered excellent by the client. Yet had the same problem been resolved by the first shop, on the first visit, the service may have only been considered adequate. Perhaps unfortunate, but the way people tend to view things.
Amazing how that works isn’t it.
People tend to have a WHYDFML [what have you done for me lately] mind set.
Dave wrote:
louis wrote:
With this in mind, it may be ever harder for a shop to demonstrate that it is truly excellent to its clients. I believe this escalating zero-point is a fact of service life. In what ways might a shop address this?
The escalating zero-point is a challenge. It is relatively easy to be more excellent than other shops. But to continue increasing in excellence can be a challenge. In this case we are almost competing against ourselves.
I think you have hit on a key. Reading about great performers and atheletes, many say they compete against themselves. What better measure than always exceeding our previous best?
Dave wrote:
In general I would say keep searching for, and trying, new and different things. Some of these things could be;
Every few years remodeling the front office.
Up date and remodel the customer waiting area.
Have name brand drinks (no alcohol) in the customer waiting area.
Call each client by their first name, or the name they prefer.
Find better ways to help the customer to accurately communicate the concerns they have with their vehicle.
Keep improving on peoples three main concerns about auto repair, fixed correctly the first time, fixed at the price quoted, the job completed when promised.
Find ways to address concerns that the client is not even aware of.
I think these are all good, particularly the last one. Combine that with Jeff's statement about consistently being good, over time and your other statement about competing with ourselves and I think we have a multi-million dollar formula here.
It's a shame how little information there is on this type of topic. I wonder if people don't consider it, or just feel it is not important?
Joined: 19 May 2007 Posts: 206 Location: Camp Verde, AZ
Posted: Tue Mar 04, 2008 10:31 pm Post subject: Re: Thought Piece, What Is Excellent?
louis wrote:
I think these are all good, particularly the last one. Combine that with Jeff's statement about consistently being good, over time and your other statement about competing with ourselves and I think we have a multi-million dollar formula here.
I can see it now. The Dave, Jeff and Louis multi-million dollar formula for business success. Buy it today for only $19.95!
louis wrote:
It's a shame how little information there is on this type of topic. I wonder if people don't consider it, or just feel it is not important?
I do not think that most people even consider it. Of those that do, a large percentage give up because it is too hard or they do not see instant results. That leaves a few that are trying to figure it out and work at it.
Most of us learned out management skills and style from people we worked for. They did not have it correct, consequently we do not either. Then factor in the way vehicles have changed the last 30 years. The old business way of waiting until they broke to fix them, does not work any more.
_________________ David Wittmayer
Owner / Manager
Hansen Enterprises Fleet Repair, LLC
Camp Verde, AZ
www.hefrshop.com
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Sun Mar 09, 2008 1:39 pm Post subject: Re: Thought Piece, What Is Excellent?
Dave wrote:
louis wrote:
It's a shame how little information there is on this type of topic. I wonder if people don't consider it, or just feel it is not important?
I do not think that most people even consider it. Of those that do, a large percentage give up because it is too hard or they do not see instant results. That leaves a few that are trying to figure it out and work at it.
Most of us learned out management skills and style from people we worked for. They did not have it correct, consequently we do not either. Then factor in the way vehicles have changed the last 30 years. The old business way of waiting until they broke to fix them, does not work any more.
The old adage, "If it's not broke, don't fix it." A better saying might be, "If it's not broke, you haven't looked close enough." From the respect that anything can be better, everything may be 'broke' as it currently exist.
I think you are spot on with your assessment of learning management. Most start out with what they have seen in the past and add pieces here and there as they go.
Unfortunately, they often end up with a disjointed, non-cohesive method that is largely ineffective. Worse, this is what others see and pass on. There are few management philosophies that encompass the entire business and far fewer people who make an effort to learn them. Thanks Dave
To take your subject off on a slight tangent.....This question parallels Robert Pisig's book "Zen and the Art of Motorcycle Maintenance", where he tries to define "quality". It is a great book, especially if you are into philosophy (which it seems by the content here that many of you may be) - and actually can help you find different angles to approach issues with. If you haven't read it, I do strongly recommend it.
Sorry to hijack the thread....now, on with the discussion!
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Mon Mar 10, 2008 9:41 pm Post subject:
Hi Tom,
tomdruz wrote:
To take your subject off on a slight tangent.....This question parallels Robert Pisig's book "Zen and the Art of Motorcycle Maintenance", where he tries to define "quality". It is a great book, especially if you are into philosophy (which it seems by the content here that many of you may be) - and actually can help you find different angles to approach issues with. If you haven't read it, I do strongly recommend it.
I have heard of this book several times, but have never read it. I'm going to order a copy today.
tomdruz wrote:
Sorry to hijack the thread....now, on with the discussion!
Not at all, I wish more folks would add their opinions. I have had a great deal of fun on this site, I only wish we could get more participation. Thanks Tom, I very much appreciate you input.
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