76: How to Maintain Standards

One of our Facebook members, Michael Glass, asked how he can maintain brand and service standards while the business expands.
There are several areas that can help, or hinder, these standards, and far too many to mention here, however let’s focus on service standards.
There are 2 areas I suggest you focus on…
Customers
Employees
Listen to your customers and ask for feedback. This is the only sure way of knowing if they are being catered for. Run a competition asking them to fill out a quick survey so you can gather insights.
And listen to your employees. They are on the ground providing your service so should be able to help create new ideas and highlight any shortcomings. If you are getting lots of complaints about a service, pinpoint who the main employee was and provide help or training.