Four Factors for Creating a Successful Service System

There is a small business by the name of Affordable Automotive, an independent automotive repair service in my home town of Canton, MI. What makes this business so successful is the system the owner, Michael Cox, uses, that consistently works. When they are busy (which they are most of the time), they get the vehicles done in an organized and efficient manner. His customers know they can depend on Affordable Automotive to get their vehicle finished in a timely, predictable manner at a fair price. No wonder Michael Cox enjoys the satisfaction and benefits of a thriving and prosperous small business. He has developed a service system that continues to work when business is either steady or really busy.

Key Ingredients
Some of the key ingredients his successful system uses are:

o A smooth write up system that courteously greets the client and writes up the repair work that is necessary.

o A well trained, fairly compensated and motivated staff of technicians that are extremely good at what they do .

o Good face to face and on the telephone communication between Affordable Automotive and the client before, during, and after the work is completed

o Work that is performed at a steady pace in the time frame that is promised and at the price that was quoted.


Different Strokes for Different Folks
Since there are different systems that work for different types of business environments, the service system you create for your small business must fit your management style. You must hire the kind of people that are capable of working this system. The key is to develop one that works for both you and your employees. Remember to positively reinforce your staff when they get it right, and give them corrective feed back when they don’t.

When you are able to create and regularly implement the right service system for your company, your customers will reward you with their unwavering business.

If you are interested in a better career in customer service visit www.customerservicejobs.com


Tom Borg is president of Tom Borg Consulting, LLC. He is a business consultant, speaker, coach and author. He helps companies and organization become more successful and profitable by helping them attract and retain their customers and clients.