March 26, 2015 /
Comments Off on Is service ‘really’ that important?

Is service ‘really’ that important?

We spend so much time and money chasing after service initiatives.

Is it important?

Service Integrity surveyed 324 respondents asking the following paired response questions.

Which is more important?

Store Presentation 8%
Service 92%

So, 92% chose Service over store presentation, yet stores can easily spend $500,000 on a single store fit-out but begrudge spending USD50 per month on Mystery Shopping or a short training program?

Here’s more.

Store Location 22%
Service 78%

Cleanliness 47%
Service 53%

Staff knowledge 59%
Service 41%

Location 42%
Presentation 58%

Staff knowledge 87%
Presentation 13%

Cleanliness 41%
Staff knowledge 59%

Staff knowledge wins every time. If you are worried about training on soft skills, fine. Then make sure your staff are knowledgeable. Then sweat the other stuff.