Service is the Number One Differentiator

    by Lou Marrocco, CMP, SEPC

    Director of the Conference Center, Chemical Heritage Foundation

    President, BrandyWine Events


    I believe service to be the most important in the “golden three” (service, product & value.)

    There was a conversation recently on the marketability of a service training program and the thought was that it would be hard to sell “service training,” because it was not on the list of “monetary resources.” I totally disagree. 

    I know that I came up in a different time. When I am sourcing a venue for a client, patronizing a restaurant, or even in while I’m in a grocery store, I take notice. I notice when the cashier is having conversations with their fellow employees and cannot take the time to say hello, even when it costs over $100.00 for three bags of groceries! I notice when the wait staff area is full of socializing employees, and therefore I must ask the hostess for more water at my table. All too often companies forget what makes the difference, especially when there is rapid growth. 

    I believe that it takes a commitment from the top down and those successful companies invest the time and resources to maintain the level of service they proclaim. When I surveyed my connections on LinkedIn, I was relieved to see that most of them agreed with me.

    Service is, and always will be, the most important differentiator in product value and must be continually emphasized.

    Return to list


      Leave a Comment