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Five Star Service, One Star Budget: How to create magic moments for your customers that get you noticed, remembered and referred by Michael Heppell

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Chapter . The Service Star™

Here’s a simple way to measure month by month how well you and your organization are doing in the five star service stakes.

You can do this exercise as an individual or as a team, and it is a great starting point to see just how well you are doing and where you need to improve. For the first couple of times it’s important to follow the instructions carefully but after a while you’ll be able to do a spot check in just a few minutes and see how well (or how poorly) you are doing.

This simple diagnostic tool obviously works best when you are completely honest. There’s no point in giving the scores you hope for as you won’t be able to measure your improvement. Look at it as you would a medical – you wouldn’t want the doctor ...

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