Monday Morning Muses - July 7, 2008 - On World class service and winning the gold

Good morning everyone,

Hope everyone had a great 4th of July holiday weekend. As many of you may know I have the privilege of working for Progressive Medical (PMI). Progressive Medical is an incredibly entrepreneurial company that genuinely does a great job of taking care of both its customers and team members. Over the last 12 years we've had 35%+CAGR and continue to earn our market leadership position. In honor of the upcoming Olympics and PMI let me share with you a lesson passed on by Dave Bianconi, the founder of PMI.

…..In any case, it will be more important than ever that we provide superior customer service. Everything we do that affects our clients must be forethought … not an afterthought.

I would like to read to you something that Helen Bradburn sent to me on this subject. It is titled “Win the gold”

At the Berlin Olympics in 1936, Ralph Metcalfe broke the world record in the 100 meter dash. However, unless you are a sports enthusiast you have probably never heard of Ralph Metcalfe. This because the same day as Ralph broke the record, another runner, the great Jessie Owens went on to beat him. Jessie won his race by just a fraction of a second to set the world record in the 100 meters and ultimately take the gold medal. It is said that “you don’t win a silver medal, you lose the gold medal.”

The difference between “good” and “great” in Client Service is much like the difference between silver and gold in the 100 meters. In addition, it is no different with the quality of service we provide. The good service that the client expects and World-class service that the customer notices lies in the details and the ability to provide superior, WOW and unexpected service. It means doing what you say you will, when you say you will, how you say you will and at the price you promised. Plus a little extra tossed in to say, “I appreciate your business.” World –class service must be learned, measured and practiced.

Coaches, as well as businesses, know that the difference between the gold medal and the silver medal lies in the fine details that are done consistently and done well. Think of the variables that can mean a tenth or a hundredth of a second in a sprint. Now, consider the variables that you provide on a daily basis to ensure the clients of PMI receive World-class service and that we bring home the gold medal. After all, this is the year of the Olympics!

Happy Monday
Peace Out,

Ben