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Service Orientation

Updated: Jun 7, 2019



“If you make a sale, you make a living.  If you make an Investment of time and good service, you can make a fortune.”…… Jim Rohn


I would like to start this blog with two scenarios. They go like this:


Scenario no. 1: Seller and Buyer meet, Negotiate, Seller sells, Buyer buys, Transaction over.


Scenario no. 2: Seller and Buyer meet, Seller establishes a rapport with Buyer, they negotiate, Seller sells promising to support Buyer even after sale, buyer buys and promises repeat sales, Seller keeps in touch with buyer even after the sale is done.  A relationship is built.


Which one of these would a business prefer? Definitely the second.  It means having new clients as well as retaining old loyal clients.  If sales increase the business becomes profitable and successful.


The first scenario was about making a sale, period. The second scenario is making a Sale with a Service attitude, which means more than just making a sale.  Service is Customer Friendly, Supportive, Innovative, Positive, Precise, Timely and a must in every business. Every organisation must strive to have Service Orientation as one of its values.


Service Orientation in an Organisation There has always been a need to be service oriented in business. This applies even more strongly in today’s times where there is so much of choice available to customers that, how to keep customers happy and loyal is a study in itself.  One of the key features or tools of this subject is Service Orientation.  It can be defined as the sensitivity, ability and desire to anticipate, recognize and meet clients’ needs, even before those needs are articulated. It would also means establishing a rapport with customers and providing services in a manner which leaves the customer happy and satisfied of a good buy.  It involves the creation of a trustworthy relationship between customer and the organisation.


Developing a Service Orientation Mind-set Service Orientation is not just centric to customers who make a purchase but to all with whom we communicate or interact on a regular basis, like other teams or functions within the organisation, other groups, outside groups like vendors, shareholders, other companies etc.


Our focus must be on improving the level of service we provide. That can be achieved if we develop the right mind-set and have the willingness to do so.

Few pointers we could implement would be:


  • Know your customer profiles well so that your response to their queries is given in an informed, knowledgeable and polite manner

  • Identify customers’ pain points, their needs and their concerns, if any, but within guidelines. (If you overdo it, then you can be taken advantage of.)Clarify customer needs and expectations, when in doubt

  • Find out what they are looking for and ways to achieve it the way they want it

  • Comply with delivery agreements or give early notice of any deviations

  • Make yourself available to answer queries and do so happily

  • Provide timely response to customer complaints, feedback and comments

  • Address any conflict or difficulties with customers in a timely manner, before problems escalate

  • Proactively engage with your customers on a regular basis, in some form or the other

  • Customers are important. Make them feel important

A nice word or a little extra help always has a positive effect. Why not ingrain a service attitude in our everyday interactions so that we can bring out the best in us, the best from our customers and enjoy the best in growth. After all it’s not just about making a sale. Organizations that excel in customer service see their job as helping customers, not selling or servicing a product. Product sale is a by-product of great service.


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