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- Martin Reid
There has been a build up of trust and rapport which has come from the various projects and initiatives which Eric has helped us with over the years...»
“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.
One of the most important things we did with Eric Flannigan was to make use of his Competing on Service approach. That was central to the growth and development of the company over many years.
