According to most business leaders, 2010 is going to be yet another challenging year.  They are talking bout in increase in inflation, a possible rise in interest rates, more unemployment, and discussion about whether the current economic recovery is likely to be on an upward curve, a single or a double dip, all that combined with a general election!

Amongst all the doom and gloom discussed endlessly by the press over the last few months, there is some good news creeping out and ringing in some cheer for the beginning of the New Year.

Two retailers, John Lewis and Sainsbury, have reported better than expected trading results for the Christmas period (like for like increases of 12.7% and 4.2% respectively).
What, if anything, do both these retailers have in common?  It’s their commitment to the delivery of superb service to their customers.
Both are recognised as premium retailers, charging customers more than a number of their competitors do for the same goods yet still achieving superb sales in a very competitive market sector.

When Justin King took up the position of Chief Executive Officer  Sainsbury in 2004, his three key priority areas were: Improving availability through the supply chain; Revisiting their pricing policy; and Providing customers with excellent service.

John Lewis have traditionally offered excellent availability, a widely recognized price matching policy with their well known strap line “never knowingly undersold”, (which through my personal experience is always been delivered without quibble) and superb service.

The latest United Kingdom Customer Service Index survey (www.ukcsi.com ) put John Lewis at number one, it is the first company to score above 90.  Also featured highly in the same survey was Waitrose - (part of the John Lewis Partnership)- coming in at second place in the survey.  John Lewis also outperformed the market place during Christmas 2008, thereby demonstrating consistency of approach and performance.

These results are a clear indicator of the suggestion that excellent service contributes directly to improved sales performance irrespective of price point.

It therefore makes complete economic sense particularly in these potentially hard times to ensure that YOUR team is regularly and consistently well trained and committed to deliver outstanding service to your customers all day and every day.

For regular tips and hints on how to improve your customer service levels, including examples of great service, log into “in conversation with Geoff Langston” every two weeks at www.customer-strategy.co.uk and sign up for Arizion’s regular newsletter at www.arizion.co.uk.