The Ten Commandments of Customer Service Survey

Question: Which of the following does your organization do well? Score each one.

	1. Bring ’em back alive. Ask customers what they want and give it to them again and again.
	2. Systems, not smiles. Saying please and thank you doesn’t ensure you’ll do the job right the first time, every time. Only systems guarantee you that.
	3. Underpromise, overdeliver. Customers expect you to keep your word. Exceed it.
	4. When the customer asks, respond positively. Period.
	5. Fire your inspectors and consumer relations department. Every employee who deals with clients must have the authority to handle complaints.
	6. No complaints? Something’s wrong. Encourage your customers to tell you what you’re doing wrong.
	7. Measure everything. Baseball teams do it. Football teams do it. Basketball teams do it. You should too.
	8. Salaries are unfair. Pay people like partners.
	9. Your mother was right. Show people respect. Be polite. It works.
	10. Better them. Learn how the best really do it; make their systems your own. Then improve them.
	Total Score = ____________ (out of 100 points)