In this posting I will be taking a bit of a tangent and rather than discussing CAD processes or software tech, I will instead focus on the value of good service.
The reason that this subject came to mind was in a recent trip to Kentucky where I stopped for lunch while on the road, I rediscovered something that I had almost completely forgotten about and that is what it means to receive good service. I’ve been reminded how important this intangible, unquantifiable thing called good customer service is and how it can make the difference between simply achieving an objective (eating lunch in my case) verses, making the experience enjoyable, memorable and more impactful.
For me, it was simply the process of ordering a chicken sandwich from a restaurant chain I’ve never been to before, in a town I’ve never stopped at before. Once I reached the counter, I was immediately taken aback by the way that the employees were surprisingly courteous, friendly, prompt, polite, efficient and very pleasant to engage with. And yes, the food was good too. The part that really struck me was, despite the fact that I had on countless occasions been through this same process of ordering food in a restaurant, I had grown to give it no more thought than I do tying my shoes. However in this case, because of the way I was being treated by the employees, I remembered how good it was to be appreciated and to have a positive exchange with people.
This interaction caused me to reflect on the way our services team operates and to question “do we treat our customers like I’ve been treated today?”. The short answer is “yes”. I do believe that as a whole we do a good job to ensure that our infrastructure services team here at IMAGINiT is genuinely focused on ensuring that our customers’ experience is impactful and that our services are delivered in a positive manner. That said, I also believe that I’ve learned (relearned really) from my chicken sandwich experience, that there is still room for improvement. This has inspired me to work harder to do my part to further drive positive customer experience and to ensure that we are not only providing the best technical consulting services available, but to also ensure that we’re making the experience as positive and meaningful as possible as well.
The takeaway for me is, a good product or service can be made that much better when it is delivered by someone that is genuinely interested in the satisfaction of the customer and not just getting the job done.
