“I’ll Call You in Ten … “
Many years ago, I worked with the leaders of a mountain west engineering firm on strategic planning – crafting a new vision, brand image, and business plan for the organization. On that day, the subject matter at hand was responsiveness, and specifically the client service level performance level the gang would pursue. Their debate centered around the promise of “returning all calls within one business day.” Some thought this performance was doable; others were convinced it wasn’t. My thought was that actually achieving that standard would be excellent – but that the message itself wasn’t much different from other competitors. Lots of professionals have trouble envisioning real-time […]