We use to order online and have groceries delivered by one major supermarket chain to our house. The van would come along the road, the driver (who was perfectly pleasant) would bring the numerous plastic bags to our door and let us unload them. We often had substitutes - where you order say apples and get pears. The timing of the deliveries was hit and miss. Eventually one delivery came early when we were out, was left outside - and turned out to be half of somebody's order!
So we abandoned online shopping for a year or so and then tried again with another supermarket. This one delivers on time. There are rarely substitutes and the driver is also very pleasant, but not only does he bring the crates into the house to our kitchen but also helps unload them.
In the anti super hero film Hancock the "hero" is advised by a publicity agent to tell people how well they are doing. He tells the police forces as he helps them at a serious crime scene, "Good Job", "Good Job" to the point where they tell him to just get on with helping them.
But there is a serious point. The difference between a good and an indifferent job or service performance may be marginal and based on small things but it makes a real difference. As with our supermarket deliveries the first caused us to abandon the service and the second really pleases us.
In professional service delivery we should all be trying to understand and deliver a "Good Job" for our clients - they will reward us with faithful continuity of custom.
So we abandoned online shopping for a year or so and then tried again with another supermarket. This one delivers on time. There are rarely substitutes and the driver is also very pleasant, but not only does he bring the crates into the house to our kitchen but also helps unload them.
In the anti super hero film Hancock the "hero" is advised by a publicity agent to tell people how well they are doing. He tells the police forces as he helps them at a serious crime scene, "Good Job", "Good Job" to the point where they tell him to just get on with helping them.
But there is a serious point. The difference between a good and an indifferent job or service performance may be marginal and based on small things but it makes a real difference. As with our supermarket deliveries the first caused us to abandon the service and the second really pleases us.
In professional service delivery we should all be trying to understand and deliver a "Good Job" for our clients - they will reward us with faithful continuity of custom.
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