 Cross-Town
Collaboration
If
you have a problem with your Hewlett Packard or IBM
product in Singapore, simply take it to the Post Office
and they will forward it to the repair center at no
charge.
When it’s repaired and ready to collect, the Post
Office will return your machine to your home or office,
or back to the Post Office location of your choice.
You can even pay for repairs at the point of delivery
if they’re not covered by the manufacturer’s
guarantee.
This is a good example of win–win partnership
between technology companies and a government agency
resulting in better service for customers like you.
Watch for more ‘cross-border, cross-town’
partnerships between government, commerce, education,
medicine, neighborhoods, communities and even spiritual
institutions as everyone becomes more creative and customer-focused.
Key Learning Point
Old boundaries can
become open borders for creative cooperation. If working
together produces more convenience or value for the customer,
then pursue the new partnership with vigor.
Action Steps
In which industry,
agency, association or institution do you work? Which
organizations are considered `outside' of your domain?
How might you creatively collaborate on behalf of your
common customers? What could you do to surprise your clients?
What would raise their eyebrows? What would raise your
service?
Next Article in Customer Service Partners >>
Winning and Losing in the Pit Stop
First Article in Customer Service Perception Points >>
You Have Leverage. Use it
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