At Saragossa, we offer excellent service, and the thing that underpins this great service is taking responsibility to get stuff done removing all the pain and blockers so that our clients can focus on the areas they need to focus on.
What do we mean by good customer service?
Is it being nice to work with?
Is it being a good listener?
Is it being flexible, adaptable and agile?
Is it being able to solve problems efficiently?
It is all of those things and more.
At Saragossa, we offer excellent service, and the thing that underpins this great service is taking responsibility to get stuff done, removing all the pain and blockers so that our clients can focus on the areas they need to focus on.
We adopt a phrase called ‘Project Brilliant’. In a nutshell, we encourage our people to be brilliant at work every day – to make sure that every encounter they have with clients, partners and each other is the best it can be and that the decisive conversation will be the most positive one the person they are speaking to has all day.
Many service providers say they have good frameworks and processes to make them capable until something goes wrong. At this point, sometimes the accountability for the error gets blurred, the blame gets shifted around, and there is a disconnect. Our approach is to put out the fire and eliminate the chance of it returning with the least disruption to the client.
Suppose a project we have an element of or complete responsibility for is compromised or fails. As a business, we will immediately isolate and remove the problem and deal with the consequences separately. We don’t dissociate ourselves from the situation; we learn from it and put things in place to ensure it doesn’t happen again. This approach creates brand loyalty and trust with our clients.
The next challenge is maintaining and communicating this approach as we scale up. Will this approach continue to positively impact our brand purpose and culture and enhance our growth journey?