-
- News
- Books
Featured Books
- pcb007 Magazine
Latest Issues
Current IssueThe Growing Industry
In this issue of PCB007 Magazine, we talk with leading economic experts, advocacy specialists in Washington, D.C., and PCB company leadership to get a well-rounded picture of what’s happening in the industry today. Don’t miss it.
The Sustainability Issue
Sustainability is one of the most widely used terms in business today, especially for electronics and manufacturing but what does it mean to you? We explore the environmental, business, and economic impacts.
The Fabricator’s Guide to IPC APEX EXPO
This issue previews many of the important events taking place at this year's show and highlights some changes and opportunities. So, buckle up. We are counting down to IPC APEX EXPO 2024.
- Articles
Article Highlights
- Columns
Search Console
- Links
- Events
||| MENU - pcb007 Magazine
Launch Letters: Exceptional Service—Extra Toppings without Sacrifice
June 15, 2016 | Barry Lee CohenEstimated reading time: 1 minute
Exceptional service is often recognized by not being recognized. Exceptional—not good— service is demonstrated by actions that are assumed and relied upon by the customer to be the norm. Exceptional service is providing the extraordinary and value-added without being asked. For companies that break this trust, being “recognized” may very well result in disenfranchised customers and lost business.
Exceptional service means continually providing the “extra toppings” instead of the “order in, order out” mindset that is unfortunately undertaken by many good souls who range from the online customer support person to the local pizza delivery guy. They are all vigilantly following their company’s policy. However, if not clearly understood by the employee—the company’s faceto-customer ambassador—the policy can negatively impact product quality, which is critical to establishing credibility, brand loyalty and increased profitability.
I’m betting that each of us at one time in our youth had the dubious distinction of be ing an accomplice to the pizza parlor pay-off. Like generations before us and what will be for generations to come, you were enlisted by your friends to help test the pizza delivery guy to see if he was going to get that round slab of irresistible cheesy goodness within the “30 minutes guaranteed or it’s free!” challenge.
It was rare we ever got the savory saucer without coughing up some dough. The pizza parlor may have caught onto our devious, youthful indiscretions— or just as likely, not. The same order could have been placed for a party, family dinner or business function. Whatever the case, the pizza parlor thought that they had provided exceptional service, as they met the corporate 30-minute delivery doctrine. Order in. Order Out. Corporate policy followed. Take that, you rowdy, rebellious runts!
However, the pizza parlor’s payday of the mere Hamilton or Jackson (soon to be Tubman) was shortlived. You see, the pizza-parlor pie maker (say that three times fast) was so focused on meeting the “one topping mandate” of speed, the pie was not baked to crispy crust perfection. Furthermore, the pizza delivery guy neglected to place the culinary delight in the insulated sack. It makes no difference if it was a bunch of adolescent pranksters.
Editor's Note: This article originally appeared in the June 2016 issue of The PCB Magazine.
Suggested Items
US Department of Defense Selects Intel Foundry for Phase Three of RAMP-C
04/23/2024 | IntelThe U.S. Department of Defense (DoD) has awarded Intel Foundry Phase Three of its Rapid Assured Microelectronics Prototypes - Commercial (RAMP-C) program.
ZESTRON Welcomes Whitlock Associates as New Addition to their Existing Rep Team in Florida
04/19/2024 | ZESTRONZESTRON, the leading global provider of high-precision cleaning products, services, and training solutions in the electronics manufacturing and semiconductor industries, is thrilled to announce the addition of Whitlock Associates to its esteemed network of sales representatives.
Real Time with... IPC APEX EXPO 2024: AI Implementation at Omron
04/18/2024 | Real Time with...IPC APEX EXPOEditor Nolan Johnson and Omron Product Manager Nick Fieldhouse discuss the company's focus on AI implementation to enhance customer experience and results. They address programming challenges and how AI can help customers achieve better outcomes with less experience. Omron's AI is compatible with existing systems, facilitating easy upgrades.
Aspocomp’s Q1 Net Sales and Operating Result Decreased YoY
04/18/2024 | AspocompInflation and interest rates, weak economic development, the uncertainties posed by Russia’s war of aggression and the situation in the Middle East, and global trade policy tensions will affect the operating environment of Aspocomp and its customers in the 2024 fiscal year.
Cadence Unveils Palladium Z3 and Protium X3 Systems
04/18/2024 | Cadence Design SystemsThe Palladium Z3 and Protium X3 systems offer increased capacity, and scale from job sizes of 16 million gates up to 48 billion gates, so the largest SoCs can be tested as a whole rather than just partial models, ensuring proper functionality and performance.