The beginning, middle and end

Delivering service to your customers begins and ends with communications.  No company or service provider can achieve high customer satisfaction if it does not know what the customer needs and expects.  The only way to find out customer needs and wants is to have open dialogue.

At ARMA, we always have a conversation with our customers about what is working and what is now. We work to determine what is expected and then we work to deliver (or overdeliver) on those expectations.

Ongoing conversations assure everyone involved that you are committed to understanding what is needed. However, it is is not enough to have an understanding. You must also deliver on what you promised. If you can’t deliver on what you promise, then you must tell your customer why. Again, have open, honest communication.

Here’s a story from the Smart Planet blog that discusses what happens when you don’t follow through on your promise.


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