I honestly appreciate the importance of effectively quantifying customer service measurements, but I am very adamant lately to emphasize the other end of the service spectrum: at the end of the day, service success is attained one customer at the time. The simplicity of the stetament makes it easy to overlook its importance.
When a business gets bigger than ten or twelve employees, it can be easy to start thinking about customers as statical segments, or to see them as merely one more contribution to "average sales".
I honestly believe that businesses that loose sight of the reality that service is still given one customer at the time pretty soon start losing customers. At first they lose them one at the time. But before long the losses start expending geometrically as words spreads in the community. And pretty soon, ther're out of business.
So, please let me state the obvious. No matter what sort of organization you're in -big or small, shaky or successful, start up or established institution - great service is ultimately given by each of us one customer at the time. Which means, quite simply, that the seemingly small things like going the extra mile, or remembering customers' names or noticing a nice order and saying thanks, or taking time to show a new customer around your place of business...those simple, individual acts are exactly what make great service happens. and those acts of great service happen because your the staff members make individual decisions to do things for the customers that solidify bonds that last a lifetime.
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