Are You Part of the Rework Cover-up?

June 13, 2011

By Laurie Clarke, COO, The Tatham Group

Success! The Invitational Boot Camp was a hit. Great session filled with laughter, excitement and hard work. And, yes, there was evidence of learning. As one participant said, it’s not what was taught that matters rather what was learned.

As a facilitator, my learning never stopped. Although one comment has left me feeling unsettled. We would like to pose a few questions to readers to determine how broadly, if at all, this viewpoint is shared.

Does good customer service compensate for poor quality and late delivery of goods and services? Is the quality level of the customer service area the only one that determines customer loyalty?

As a customer myself, I know that I would rather spend money with an organization that prevents problems from happening instead of getting better at fixing them once they do. Or at the very least attacking both simultaneously. Unless I’m at Disney as waiting is half the fun!

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