100% is Not Enough. You Need 120%
I
recently organized a service benchmarking visit to Singapore
for 22 Korean sales and service trainers. In seven days
we visited 23 leading organizations. A very busy week!
At the Singapore Airlines Cabin Crew Training Centre,
one visitor asked, 'How does Singapore Airlines stay
on top all these years? And how do you plan to keep
the lead while other airlines work so hard to beat you?'
Senior Vice President, Mr Sim Kay Wee, answered clearly:
'100% is not enough. When you reach #1, you need 120%.
'Here's why: If you fly on a mediocre airline, your
service expectation may be only 50%. If the cabin crew
is in a better mood, they may actually deliver 65%.
Then what is your opinion of the service? It's up 15%!
'Now if you know Singapore Airlines is #1, what is your
expectation of the service? 110%! And if our cabin crew
delivers service only at the 100% level, what is your
opinion of the service? It's down 10%!
'This is the challenge of being #1,' he concluded. 'If
you are in the lead and want to stay there, 100% is
not enough. You need every member of the team to give
120%!'
Key Learning Point
If you work hard
and smart you may finally reach the top - #1!
And then what? If you want to stay there, you've got to
work even harder, and smarter!
Give it your all. Give it your best. Give it 120%.
Action
Steps
Take your best past
performance as 100%. What would a 120% service effort
look like? 120% results? Make that your team target for
today.
Next Article in Customer Service Vision >>
In Challenging Times, Service Matters Most!
First Article in Tips for Trainers >>
Ten Ways to Maximize the Impact of Training
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