Being A Service Leader

When it comes to evaluating service performance, we're in a unique position.  We're both a service provider and a service recipient.  When we're the recipient, our experience ranges from frustrating to exceeding our expectations.  In either case, our experience causes me to reflect on the service that we are delivering.

The New Service Paradigm - there are some companies that we deal with that are what I consider 'Wired' (taken from Wired, one of my favorite magazines, meaning dialed in and an innovation leader).  These companies have reinvented how service is provided in their industry and have raised the standard for everyone else.  Examples include Protomold, McMasterCarr, Rapid Sheetmetal and UPS.  These Wired companies have streamlined their operational processes through careful attention to every interaction and consistent performance.   They have invested in being an expert in the area that they service.  

Higher expectations created by Wired companies highlight service providers that are not.  Common frustrations include:

• Not presenting a clear process: How do I work with you?
• Getting to the price
• Getting answers related to schedule and status
• Inconsistent performance and results

This topic has spurred many discussions and actions here at the Juggernaut studio to be Wired. I'll admit that this is a moving target and we're continually working to improve.  Even though product development is a complex and not always straight line activity, we strive to:

• Help our clients define and understand the project
• Provide consistent processes that deliver consistent results
• Discuss costs early and providerealistic budgets up front
• Collaborate - providing frequent reviews and updates
• Be easy to contact

I can't stress the last point enough; the act of simply making myself available to our client has a tremendous impact.