“It’s the service, stupid.”
It’s happened so many times in so many companies – the strategy review process has resulted in the unhappy position of not being able to settle on a differentiator that seems competitively compelling. And then we considered service…
Good news! There is enormous scope to compete on service.
“My view is, having worked in all kinds of sectors, that service standards are low and probably getting lower. It might not sound much of a rallying call but if you make half a fist of truly competing on service, then I believe you will still stand out. Working with me, I will guarantee you will deliver outstanding service and become genuinely more valuable in the marketplace. I have the clients to prove it”. Eric Flannigan
For example:
- Stiells, bought by McAlpine plc after growing the business from £13m to £100m by expressly competing on service. The blueprint created by Eric Flannigan is still used by McAlpine Business Services after ten years.
- Clark Contracts achieved similar factors of growth and were voted in the top 20 companies in the UK for service, Unisys Management Today Service Excellence Awards, 2006.
How do you manage service? Not the product or service offered, but Service, the experience of interacting with your company. Competing on Service from Flannigan Consulting is a very rigorous service management approach that gets you from good intentions to a systematic, managed service delivery with highly engaged people. The results are stronger bonds with existing customers producing more business and better new customers – the “right” customers who value your service.
Unlike other consultants, you can actually see Eric’s effect! It’s real and it improves not only the service but the business performance as well. He also has the ability to engage with people at all levels in the company and that was a major impact in helping to make the connection between their behaviour and outstanding
service.
