Effective service delivery is a profit strategy because it results in more new customers, more business with existing customers, fewer lost customers, more insulation from price competition, and fewer mistakes requiring the reperformance of services. Striving for service excellence can also be energizing because it requires the building of an organizational culture in which people are challenged to perform to their potential and are recognized and rewarded when they do.
Service is a key component of value that drives any company’s success. To the customer, value is the benefits received for the burdens endured — such as price, an inconvenient location, unfriendly employees, or an unattractive service facility. Quality service delivery helps a company maximize benefits and minimize non-price burdens for its customers.
