Page 36 - Clean India Journal - Sept 2023 Digital Edition

Industry talk

Cultural & Consistency is central
Once the premise is set for
engagement service delivery, it is critical that the
fitment service delivery remains consistent.
Though most service Consistency in approach, regardless
partners have some form
Crystal-clear of ERP/help desk tool to of whom the customer is connecting
communication monitor service delivery, with in the organisation, is critical.
The steady-state approach sets the
Another key aspect of ensuring what is missing is a full- right rhythm, which ensures fast and
contract retention is having a clear fledged control room to accurate responses. This is possible
communication channel amongst listen to customers and only if all team members are aware
all the stakeholders. Service quality of the services expected, and are
is determined by the difference respond. equipped to deliver this.
between customer expectations and
customer perception of the service. Frontline engagement
The key factors for bridging this a long way in retaining contracts.
gap are reliability, responsiveness, Though most service partners have Training the team and ensuring
assurance, empathy and tangibles. some form of ERP/help desk tool availability of necessary resources
A two-way communication channel to monitor service delivery, what keeps the team motivated, leading
that is robust helps implement the is missing is a full-fledged control to positive engagement with the
aforementioned values. room to listen to customers and customer. A sense of ownership
respond. percolating through the training is
critical for the FM industry, where
Neutral analysis services are spread across and the
While most engagements have set Service expectation team is mostly at customer sites and
practices of monthly and quarterly fitment locations. Maintaining a connection
audits, the approach now needs with them is only possible through
to go beyond. The FM industry There may also be differences constant training efforts which
should adopt best practices from between the business pitch and reach the frontline team.
other industries such as third- statements made by the company’s
party audits, mystery audits and representatives. Gaps arise when Customisation is key
customer surveys. Having a neutral these assumed expectations are
understanding of ‘moment of truth’ not fulfilled at the time of service As the service provider grows
audits goes a long way in ensuring delivery. I always suggest keeping and acquires more business, they
customer delight. things realistic and following the may be unable to provide adequate
attention to a customer, leading to
The willingness and ability to mantra of ‘under-promise and limited ‘personalisation’ of services.
listen and respond quickly will go overdeliver’. The service industry is all about the
customer being given a feeling of
exclusivity; key account management
is a step in this direction. However,
they end up being only the SPOC and
a channel between the client and the
service provider. If the key account
engagement can be further nurtured,
this could play a key role in retaining
all critical accounts.
If the customer and service
partner engagement is beyond
‘greed and fear’, the relationship
will last. Identifying the right fit
and a commitment between the
partnering organisations is the only
way to a sustained engagement
that’s fruitful and a win-win for all.

SEPTEMBER 2023•Clean India Journal
36 www.cleanindiajournal.com