John Tschohl Service Quotations

Without empowerment, an organization will never be a service leader. Empowerment is the most critical skill an employee can master and a company can drive in order to lure?and keep?customers.

I've discovered four dirty little secrets of empowerment. And those little secrets are preventing 99.9 percent of companies around the world from providing the superior service customers want. As a result, they are driving many of those customers away.

Advertising will get a customer through the door to your business once, but it is service that will keep them coming back. Advertising is aimed at the masses; customer service is aimed at the individual. Service recovery creates word-of-mouth advertising that is 100 times cheaper and more powerful than traditional advertising.

Service recovery doesn't end when you solve the customer's problem. Give her something of value that excites her. Every company has products or services that have value in the eyes of the customer that don't cost the company a lot of money. Identify five or ten products or services your organization has that you could give away when your organization makes a mistake. Vail Resorts has a system in place that provides free drinks when the ski lift shuts down for a few minutes and free lift tickets when it's down for more than 15 minutes.