Violate IBM and it’s Service at Your Peril
The headline is a paraphrase of IBM’s sales pitch when they were still in the hardware business in the 70′s and 80′s. It was a necessary slogan because, at the time, IBM’s brand standing was under attack from dozens of small competitors, Apple for example, who had better tech but couldn’t match the service network IBM had. They appealed to buyers who preferred service security to the leading edge.
I think it’s the essence of customer, client and employer service we all must convey now. You do not want to be part of a customer’s problems no matter how leading edge your expertise may be.
One important way to make sure your service can exceed expectations is to learn how to have frank conversations with your customers. Scripts to start these conversations are often a hurdle. A client of mine recently made great strides with a client by starting a difficult conversation about fees with the words “I need your help”. That phrase conveys respect for the recipient and that builds a trusting start to any conversation.
Another way to make sure your service is great is to avoid “small deceptions” at all costs. They can be extremely stressful when inevitably you forget what you’ve said to who. I think the avoidance of small deceptions is powerful because it is typically important but not urgent and a strong part of assertive communications, which is best.
