Anyone can do IT - IT Lab do it with Service Obsession™
We have set ourselves the target of becoming the best professional services company in any sector, anywhere in the UK. A grand target which requires a grand vision to drive it – particularly against the backdrop of an industry where great service is the profound exception. Not afraid to roll up our sleeves and get the job done, we have attacked this target with trademark Obsessiveness and plotted a course to delivering legendary excellence.
NAME IT – Service Obsession™
The name is a quick and memorable way for us to refer to all of our core values and objectives. An internal and external brand that represents what we stand for and we aim to do. We ask ourselves if we are being Obsessed in every action we take – and, like the obsessive pain junkies that we are – we ask our clients to hold us to account against the insanely high standards we have set for ourselves.
MEASURE IT – Net Promoter
If we are to reach the interstellar levels of brilliance that represent our minimum goal, we need to be able to measure where we are and know specifically when we are making our clients euphoric. Net Promoter is an ingenuous and deceptively simple way to measure everything we need to know by posing our clients one question: “Would you recommend us to a friend or colleague?” Capturing this data and living by it is the engine driving our Obsession – see www.netpromoter.com for more information.
REWARD IT – SO Heroes
Let’s face it, we all like a pat on the back, and if we are to achieve our goals, it is essential we reinforce the behaviours which leave our clients speechless with pleasure. So, when our service staff push up the net promoter score or earn plaudits from our clients by delivering Obsessed service they get financial and public recognition. The biggest heroes, as named by you and their team mates, get flown around the world to enjoy the fruit of their labours in exotic locations. Despite all our fancy management ideas, saying thank you for a job well done is still the most powerful thing you can do if you want it to happen over, and over again.
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