The things that matter.
WHAT CUSTOMERS VALUE
Doing what you said you would Being reachable Responding quickly Fixing problems without argument Consistency
WHAT THEY NOTICE
Whether you answer Whether you turn up when you said Whether the quality is the same each time
WHAT THEY DO NOT NOTICE
Most of what businesses spend money on.
THE RELIABILITY POINT
In a market where many suppliers are unreliable, simply being dependable is a substantial advantage.
WHAT LOSES CUSTOMERS
Not answering Not turning up Inconsistent quality Arguing about problems Being unreachable when something goes wrong
WHAT NONE OF THIS REQUIRES
Money.
It requires doing the basics consistently.
WHAT TO AUDIT
Whether you actually do what you promise, every time.
WHAT TO FIX FIRST
Whichever of these you do least well.
