You need to show that you’re serious by being persistent and consistent in order to make it last.

Once you’ve started on the journey of customer service excellence, you need to be persistent and consistent in order to show that you’re serious, otherwise it has the amazingly high probability as being seen as a ‘flavour of the month’ by your people – something to do for a while and then get back to ‘business as usual’.

In order to avoid this, you need to:

   1. Have professional help: this is too important to do without it.

   2. Consistently adapt and develop strategy, processes and systems around the CFM: this is a journey not a destination.

   3. Measure as outlined in Effective Measurement - preferably at least monthly or more frequently.

   4. Make the measurement one of the key success indicators in your organisation.

   5. Publish the measurement in a clear and prominent way.

Then: Meet regularly within your department or group or team – I’d suggest weekly for  10 -15 minutes only – specifically to discuss these issues:

    * How are we doing?

    * What’s going well?

    * What needs improving?

    * What can we do this week to ‘go an extra inch’?

Hold EVERYONE accountable, for good and bad, all the time.

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