Tag Archives: perfection

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Perfect customer service

Delivering Perfect Customer Service

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Is perfect realistic? Can you deliver the perfect product, service, and experience? What is required to deliver perfect customer service?

Beauty may exist in the eye of the beholder and the same is likely true for the customer experience.

Moments of Customer Service

Most of our experiences are the result of moments. The moment you hold the newest smartphone, the moment you look in the mirror wearing the new outfit, or that moment when you test-drive the new car. All of our experiences are about emotions. Some feel perfect, at least for that moment.

Therefore, the customer service that we deliver, the things that delight and inspire customers, they are all about the moment. Those moments are often connected to people, places, circumstances, situations, and timing.

What is perfect right now, in this moment, may be a one-time experience. What is happening now probably isn’t the exact thing that will happen next.

Perfect customer service is situational. It is like leadership, communication, and delegation. What is perfect in this moment, for this person, in this situation won’t hold true for very long.

Circumstances Define Perfection

If you are insisting on delivering perfect customer service every time, you may want to think about the circumstances before planning for the outcomes.

Having an umbrella at the right moment may be perfect, holding an umbrella all the time, perhaps not so much.

Rules, policies and procedures are necessary, but they seldom consider every possible circumstance.

Perfect Customer Service

If you’re looking for perfection, you’re going to have to have truth. The truth is perfection is a moving target. Consequently, rules and policies are guidelines.

Organizational culture will shape the flexibility around the circumstances that will lead to the perfect moment.

What happens the next time, in the next circumstance is only perfect for that moment.

Your culture won’t define the moments, but the outcomes of the moment are defined by your culture.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


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breakthrough dennis gilbert appreciative

When a Mistake Becomes a Breakthrough

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People worry a lot about making mistakes. It seems natural we want to make the correct decision. We want to avoid more cost, harsh repercussions, and disappointment. Mistakes aren’t always the end of the line though. Sometimes a mistake becomes a breakthrough.

Making Mistakes

It is often said that a mistake is not bad when you learn from it. Of course, that is reasonable advice and certainly adds value to what may seem really bad at the moment.

Innovation and growth often happen by mistake. Sometimes amazing breakthroughs will develop. It happened with penicillin, sildenafil (Viagra), and minoxidil (Rogaine). They were a big mistake, until they weren’t.

There is no doubt that mistakes can be costly. It is true in nearly any field, but not all mistakes will mean that it is over.

No Variance

Many times, we are taught that we must perfect the process. We need to get to the slightest variation, live and work within minimal and maximal tolerances, and once we produce the desired result, lock it in.

This all seems logical. It seems to make sense, until it doesn’t. It stops making sense when businesses and organizations decide that they need change.

When change is called for the logic is in danger. Now the exact ideology, the focus, the culture that exists around perfection is expected to shift gears and change. Even the concept of continuous improvement is more often about a focus on perfection, not change.

Becomes a Breakthrough

Often the forces driving perfection cause the most struggle. The idea to make something great is counterintuitive to making something new. Concepts of no failure, minimal waste, and fewer resources always make sense, until they don’t.

If you’re going to learn to ride the bike, you might fall. If you swing at the ball, you might miss. The exact project that you are working on might be riddled with errors. That error, that mistake you are worried about, it may be a breakdown, but it may also become a breakthrough.

The difference between the destination that you seek and the place that you arrive may become the best mistake you’ll ever make.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, Pivot and Accelerate, The Next Move Is Yours!, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


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