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Casual Articles - Outcomes and Processes – What Makes for a Great Restaurant?
Defensive driving is quite an important thing that we have. People simply need to know that while you can control your own actions most of the time, you can not control or know what is happening with other drivers. Defensive driving courses offer a wealth of inf
Are you unhappy with your present job? Do you bewilder each time you receive a new job offer? Do you vacillate between your head and your heart when it comes to making an important decision about your career? So here’s the second portion of chicken soup for
Ron is the author of the “Tales of Knock Your Socks Off Service” books. Ron describes customer service as being made up of two dimensions – outcome and process.
What Ron is saying is that there can be a range of product outcomes. From expectation not met, through met and up to value added. There are also a range of processes ranging from dissatisfied, through satisfied and up to delighted.
Ron charts customer reactions to various combinations of outcome and process. At the very lowest level, the customer is going to be gone. A slight improvement in either dimension can still leave a customer searching for a new supplier. Moving up a level still leaves customers at risk from competitors. Another level creates loyal customers. Ron’s ultimate combination of Product and Process creates advocates.
<There are things that needed a good deal of attention on intricate details, postcard designs are also one of the forms of attention-grabbing material that needs good planning. There is a limitation on postcards; mainly its size. The use of correct content and illu
What Ron is saying is that there can be a range of product outcomes. From expectation not met, through met and up to value added. There are also a range of processes ranging from dissatisfied, through satisfied and up to delighted.
Ron charts customer reactions to various combinations of outcome and process. At the very lowest level, the customer is going to be gone. A slight improvement in either dimension can still leave a customer searching for a new supplier. Moving up a level still leaves customers at risk from competitors. Another level creates loyal customers. Ron’s ultimate combination of Product and Process creates advocates.
<Many small business owners like us have a difficult time asking for business. It's not that we don't want the business, but wouldn't it be so nice if people just handed over their money for our product or service rather than our actually having to ask them for it?
Ron charts customer reactions to various combinations of outcome and process. At the very lowest level, the customer is going to be gone. A slight improvement in either dimension can still leave a customer searching for a new supplier. Moving up a level still leaves customers at risk from competitors. Another level creates loyal customers. Ron’s ultimate combination of Product and Process creates advocates.
<The purpose of a brand agency is to maximize the impact of your marketing investment. It is to make your brand work the hardest it possibly can. This is because your brand is independent of the money you have available to support it. So the greatest single valu
Writing white papers is not an easy task for most companies, but every company needs them to effectively educate and market their products and services to potential customers. In many cases, white papers contain additional information and extra analyses, which ar
Ron’s work came sharply to mind at this particular hotel. It was a nice hotel. Good facilities, easy to find, comfortable rooms. And when we visited the restaurant that evening the food was excellent. In fact it was one of the best meals that I’ve had in a long time.
But it was all let down on process.
We waited almost three hours for our meal. There was no apology from the waiter or waitress. In fact they were both quite surly. And when our meal finally arrived, one of the orders was wrong. One of our party ended up waiting another 15 minutes for the right meal and then had the embarrassment of eating whilst the rest of us had finished.
What can we learn from this?
Product alone is not enough. We have to get the process right too. Go
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