We’ve learned a lot in the past few months.  For instance: ¦lt;br />

• The visual display of the results varies depending on the audience
• When detail is stripped, the results lose some credibility
• “Too much information (TMI)” can bore the most introspective audience

One of our former challenges was providing customer service results to our prospective clients with minimal understanding of their strategic initiatives, productivity goals, and cost management challenges. In responding to questions related to transferee service, for example, without specificity in the question, we were faced with difficulty in selecting not only on the content of our response, but on the best way to present it so that it provided an accurate snapshot of ’service’. We overcame that challenge by adapting the “Low Stress Relocation Process” into our interactions with prospects.  What a difference!  We now respond with the right visual display and the right amount of detail.

I’m often reminded of one of the best definitions of customer service that I’ve seen:  I want what I want, when I want it.  Not too much, not too little – just right.  While it’s certainly difficult to receive that type of service, the key to getting it (or as close as you can) is to ask the right questions before looking for the answers.  We have a philosophy at Capital that says the value of a good question far outweighs the value of a good answer.