How Do You Serve Your Chicken?

There is a Chinese food restaurant in my neighborhood that is my husband’s and my “go to” place when we have a night where do don’t feel like cooking.  Out of the eight or so Chinese places that are within 10 minutes of our house, we like going to this particular one the most. 

The reason we like going there so much is because the place is clean, the people are friendly, and they are flexible with how they let you order traditional items on their menu.  For example, we love General Tso’s Chicken, but hate the heavy breading and greasy fried meat found at most places.  Here is our typical order:

General Tso’s Chicken

Unbreaded, steamed/boiled white meat

Extra broccoli

With as many times we have ordered this dish in our health-conscious way, we have probably received the finished product in that many ways as well:

• No broccoli
• Extra vegetables, but no broccoli
• Chicken was fried with breading
• Chicken was fried without breading
• Very little meat and lots of vegetables
• Big pieces of steamed chicken with the perfect amount of sauce and broccoli
• Chicken with runny sauce
• Do you see my point now?

I never know what I’m going to get when I order that particular dish, and, as long as my chicken isn’t fried, at the end of the day I don’t really care that much.  But if I decide to change, I would do so quietly.  I just wouldn’t go back again.

It's All About the Service Delivery

There IS a relation between me ordering my General Tso’s “my way” Chicken and banking with my financial institution.  What happened if I mailed a check to be deposited into my checking and it went into savings instead, thus causing an overdraft?  How many times do you think that would happen before I decided to change institutions? 

Your service delivery is everything.  And, while each person’s comfort level and anger threshold is different, you need to make sure your entire team is ready to treat every interaction and transaction like it is your last with that member.  Listen to them, make sure you do exactly what they ask for, exceed their expectations, and give them a reason to come back.  Otherwise, you may be quietly losing members or customers without them giving you a chance to find out why.

Amanda

Want to gauge the service delivery in your financial institution?  MarketMatch can help!  Our process creates and transforms the actual “voice of the customer” into clear knowledge-based strategy and ties service delivery strategy to the customer experience and brand promise.

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