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What are your thoughts on how much service is enough service to provide customers?
When providing services for customers how much is enough? As a janitorial cleaning service provider going beyond the normal services can be an asset. It may show your eagerness to do your job well and that you have set high standards for yourself. It may show that you really care about providing the best of services. On the other hand, it can be a detriment to business if you are always going above and beyond the normal duties. Could it be that the customer may become to expect these extra services all the time? Going the extra mile with your customers can be good to a point. But my question would be how much is enough and how often should you perform extra duties?http://pamela-hines.blogspot.com/
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2 Answers
A few things to keep in mind.
1. If you always go the extra mile, people will get used to it, expect it, and it will no longer be that extra mile :). So don't always go above and beyond - know when is a good time to do it, and when not to. And try, when you do go that extra mile, to let people know about it, in the best possible (read subtle and unobtrusive) way.
2. In the online world, there are customers - people who have paid to use your service, and users - people who MIGHT pay to use your service. In my opinion you need to treat both equally well. Your customers deserve it because they pay you, are loyal to you and (hopefully) also spread the word about your fantastic business. Users need to be given good service so that they are convinced that buying your services is worth it.
Bottom line? I always try to provide the best service, all the time, to everyone. The overhead for handling non-paying users, or going above and beyond for customers is certainly there, but it does stick out in people's minds - and they tend to recommend the business to others.
Avi - Your answer is very well said. Thank you for posting your answer!
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