Good 'ol fashion service

I was driving to a meeting recently and I heard a radio advertisement for an organisation which emphasized they gave 'good 'ol fashion service'.

It got me thinking! What is good 'ol fashion service and is that what is required in this incredibly competitve world we work in?

So what is it? I guess it depends on how old 'ol is. I recall my early days in retail and the expectations of me as a representative of the then Grace Bros - I am grateful for that training.

Let me quickly refer to an activity I run in a Customer Service Program.

Particiapnts are asked to list organisations they have dealt with who have exceeded their expectations. I then have them document what the person, in that organisation, did specifically to think they had exceeded their expectations. Lastly I ask them to record their feelings about the interaction. Without fail the person providing the service demonstrated behaviour that was inexpensive ( normally it costs $0), showed they care and a willingness to help.

So is this what's required? I think yes! I'm tired of dealing with companies that have processes and systems that seem to be anti-customer. It's crucial to be better than your competition (that hasn't changed) as it has a direct effect on the bottom line results. So ask yourself, could you refine the way you serve your client. Why not ask your clients how you stack up?

Ultimately you know what good 'ol fashion service is - don't you?