Provide Premium Service!
There are companies in our Profession that seem to defy gravity and convert average results into long-term superiority. What are the universal distinguishing characteristics that cause a company to go from good to great, from average to providing a premium service? Outlined below are five steps to develop a company culture that delivers premium service.
STEP ONE:
First Address, Who, not What
When you decide to provide premium service you might think setting a new vision and strategy would be the primary focus.
Companies providing a premium service have learned the following;
They got the right people on their bus, the wrong people off the bus, and the right people in the right seats, then figured out where to drive.
Whether someone is the right person to help you attain premium service has more to do with character traits and innate capabilities than with specific knowledge or skills.
STEP TWO:
Confront The Brutal Facts
Develop an Outside/In approach to the individuals we serve:
• Clients
• Candidates
• Employees
If you want to know how to elevate the level of service you provide, survey these three customers and their feedback will give you direction. You want to take your direction from the people you serve. Annual surveys will provide the information you need to continually improve the strong working relationships you establish with your three customers.
STEP THREE:
Simplistic Focus
The key is the understand what your company can be the best in the world at, and equally important what is cannot be the best at, not what you want to be the best at. This focus is not a goal, strategy or intention, it is an understanding.
Consider the three following questions:
• What is your company passionate about
• What can you be the best at
• What drives your economic engine
You are in business to make a profit. You need to focus 85% of your company’s marketing efforts at your best business. It is easier to provide premium service when you are multi-using your candidates and clients. You are focusing your efforts where you know you can provide results.
STEP FOUR:
A Culture Of Commitment And Discipline
Sustained premium service and growth depends upon building a company culture filled with self-disciplined people who take disciplined action on a consistent basis. On one hand, it requires your employees to adhere to a repeatable consistent system, yet on the other hand, it gives your people freedom and responsibility within the framework of your system.
If you want to continually improve, chance is necessary.
STEP FIVE:
Technology Acceleration
How your company reacts to technological changes is a good indicator of your inner drive for greatness versus mediocrity. You need to think differently about technology and become a pioneer in the application of technology to improve efficiencies.
In closing…
Delivering a premium service must become a term that describes your organization from the newest employee to you, the top executive of your company.
It becomes part of your culture and the message is clear and defined to your candidates, clients and employees. It becomes the way your company conducts business.
If you’re considering starting your own recruiting and/or staffing firm, we highly recommend you fill out the form to the right, download your whitepapers and join us on our next webinar where we will share more information with you on how you can get started in your own recruiting business!