It has been recognised that over the last 2-3 decades the UK has seen a decline in manufacturing and the growth of what is broadly termed the ‘service industry’.

These services either consist of the purchasing of physical things ‘goods’ such as a car, clothing, electrical goods, etc., or where the purchase of a service is not a tangible thing, for example an estate agent selling a house, travel agents, restaurant staff etc., I also include myself as a coach-mentor providing a service to support the development of others.

The Service Industries Journal says that over two thirds of GNP and employment is generated in developed countries, and the importance of the service industry is growing in developing countries too, so one would presume that as such the quality of service provided should be foremost in service providers psyche. However, from personal and anecdotal evidence this is not the case.

In order to ensure that I provide a positive experience for my clients I have been observing in different settings what constitutes a good service that makes the whole experience one that an individual is likely to what to have again, as opposed to those which are so disappointing that can have a dire impact on any businesses marketing strategy, word of mouth feedback from dis-satisfied customers to potential customers.

For example I have visited a nationally known restaurant, not fast food either, in two regions of the UK, the South and the West Midlands and found that the quality of the service provided so undermined the quality of the food, which was excellent, that I have vowed never to eat in that establishment again.

In my opinion seeing staff huddled in groups talking, a lack of direction and management in the restaurants and lack of interest in the customer experience are reasons which contribute to poor customer service. Surely at a time when finances are tightly squeezed its vitally important to ensure that when customers enter your store, restaurant, business etc., that they feel like they are important and not an irritation and are more likely to return again, and again, and again.

Perhaps this explains the rise in online purchases, from electrical items, holidays, clothing etc., in addition to it being convenient and can be done in the comfort of your own home as the interaction with the companies’ staff in limited. And whilst the growth of overseas call centres is now in decline, with a number of businesses transferring their call centres back to the UK, this could well be short-lived if the customer experience and service provided fails to reach expectations.

I believe good service consists of the following;-

1. Developing a relationship which is perceived to be personal, where the customer/client is make to feel special.

2. Being knowledgeable about the service/goods you are providing.

3. Responding speedily to enquiries, queries or complaints.

4. Assessing the customers’ response using your ears, eyes and intuition in unison.

5. Walking in your customers’ shoes by asking yourself would you be satisfied with the service you or your company is providing.

6. Transparency in terms of the services you do and don't provide.

It is likely that individuals will be more discerning and demanding when spending their hard earned cash, and irrespective of whether the goods you provide are cheaper or better quality than your competitors, the customer experience could well be the deal breaker, particularly if you want repeat business.