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For a service driven company to ensure success, such examples include Wal-Mart, Commerce bank, and Cleveland Clinic specific key elements must be implemented. There must also be that sphere, where management tools and techniques are cohesive in handling and satisfying customers. There are four elements that effectively drive a service base company. They include; the offering when this service is designed minimal flaw is to be assured; focusing on what customers want to experience; is it that your brand offers a friendly customer care environment and relations as well as convenient business hours. Customer operation segment must be identified and designed in accordance with customer preference.
Funding mechanism targets the price tag attached to a particular service or services offered. Customers embrace excellence service which leaves a solid impression of the organization. Therefore, management must strategize how best they will ask their customers to pay for such available and outstanding service, without blazing them off to the competition. Managers can approach it from a win-win perspective as this is a concern with saving and value-added services. Basically improving the customer experience while capitalizing on the factor of spending less. The concept of spend now and save later is a valid approach of offering free customer support which is initiated by one innovative and prolific software company. Customer involvement is one other such funding approach kiosks are great examples, this allows the customer to do certain transactions providing an array of information at no additional cost on the service company part.
Thirdly, the employee management system requires careful training, job designing, recruiting which reflects the intended mission of the company. Two key questions are important at this point. What is it that motivates excellence among employee and why they are able to reach excellence? The relationship between employee management approach and customers service preference must be cultivated in order to provide the service as promised. In business heroism is not an employee management mechanism and only stand as an indication that a poorly designed management system was implemented.
In the four element customer management system, employees are not the only variable that influences cost and quality. When customers get involved it provides a more interactive approach in the service received as with product based companies, service based businesses capitalize both on employee and customer in value-creation as, when customer labor and employee labor is compared, the customer labor present an advantage as the cost is less expensive, which leads to a greater service experience. When customers are performing the duties of that prescribed to employees it contributes to havoc. It is, therefore, important to ask questions such as, which customer base are been targeted? What will be their reaction and which designed approach is best?
Steady growth can certainly be attained through the multi-focused model in which a number of service niches are tapped into, boasting accessibility under one location. The autocratic style of leadership best suits a multi-focused business as decisions are made from top management. The perspective taken from the article is that for a service business to successfully grow four key components must be implemented. They include the offering, the funding
mechanism, employee management system and the customer management system. Their implementation requires no particular order. These components initialize the type of service that will be offered, how much the customer will pay to experience this particular service, what will motivate employees as to ascertain such excellence. Customer involvement actual influences the labor cost in respect to the employee labor factor. Customers input can improve the level of service they will experience. When service based business takes on the multi-focus model approach it accommodates strong leadership styles and set a platform for steady growth.