Delivering Value-Added Service

On a recent international trip I was struck by the consistently low level of service I encountered in the hospitality and tourism sectors. I don’t believe that I’m particularly hard to please, but I often felt my presence was disrupting someone’s perfect day. The combination of competence, body language, vocabulary and tone gripped me with the compelling urge to yell and flee.

Think about those attributes of service that you appreciate and reward. Would those that use our environment, health and safety (EHS) services use these terms to describe us? Are we equipping ourselves and those we influence with technical competence and equipping them to deliver exemplary service?

A decade ago lots of time was spent encouraging us to “exist for the customer,” so I presume we clearly know who are our primary customers are, their expectations of us and have a measurement system in place to pursue excellence. Do we have compelling reasons why clients should do business with us? The bottom line for most clients I’ve served is:

  • Enhance business revenues
  • Reduce current costs
  • Avoid future costs

Do you know how to bring EHS solutions that deliver bottom line results? Helping create a healthy and safe workplace is certainly in the mix as is efficient compliance with company and EHS regulatory requirements. What additional expectations do clients have of you? Any successful strategies to share on how these expectations are met?

What are some attributes that come to mind as we consider a service culture? Please let me suggest that service provider’s must demonstrate:

  • Empathy
  • Responsiveness
  • Reliability
  • Adaptability
  • Trust and confidence
  • Professional appearance

What have I missed? Aren’t these attributes similar to the ones as we expect from those we hire to work in our homes and on our cars?

Let’s make sure we focus on equipping for technical competence and service delivery as we strive to make clients our raving fans.


About Alex Pollock

Alex Pollock has been studying leadership effectiveness for more than 30 years. A former leader in environment, health and safety, and public affairs at The Dow Chemical Co., he learned that we all have leadership roles to play. He enjoys discussing new ideas and sharing practical ways we can all become better leaders.

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