What is value added service?
What is value added service?
While customer service has been a buzzword for the American Corporation for the past 30 years or so, this is one term that is virtually non-existent in any kind of training involving this subject. But in order to have a good customer service plan of attack, you have to know what value added service is and how it affects you.
Every person reading this has heard the line ‘Going above and beyond the call of duty’. That’s what this phrase, value added service stands for. In order to curry the favor of your customers you need to add value to the service you give to them. That means, basically, go the extra mile.
If you’re a nurse and a patient asks you for a piece of paper and a pencil to write a letter, what would you do? You would probably give it to them. But the question becomes, when? Would you go the extra mile and trudge back to the nurse’s station and search for the items, and then trudge all the way back to their room just for a pencil and paper?
As long as you’re not involved in an emergency or covering for someone who is, why not? Is it taking that much time out of your day? Is it that hard to grab a few pieces of paper and a pencil from the station to take to them? Will it make them smile and thank you for your effort? Will it make the hospital look better on the evaluation form at the end? Assuredly yes!
And it doesn’t matter whether or not you’re in a service industry or not. In retail you could take an extra few minutes to look up where an item may be found, if you don’t have it in stock. And then you could offer to have it shipped to your store, if your company offers that (and if it doesn’t, why not?), if the location where there is one is too far for the customer to travel, or they’re disabled, or elderly.
In a service business, do you have to charge the client every time you answer a question? While many doctors will make you come to the office before answering any questions, which is generally for legal concerns, the answer would be no. If they are constantly calling and picking your brain, then yes, but for only a couple of questions, once in a blue moon, then no.
We’ve all heard of the police officers/good Samaritans who go out and fix a home for an elderly person or buys toys and food for the family who lost everything to a burglar or fire. Or maybe the nurse who allowed an elderly man to get into bed with his dying wife on her last night on earth.
In the security field, we can, potentially, prevent an incidence of WPV if we provide value added service to our customers/client’s needs. Nothing can ever be guaranteed in WPV and saying that we can prevent it with value added service is wishful thinking. However, it is possible, that we might make the individual who wants to commit this heinous act to stop and think. And if they stop and think, they may decide that they should move on or that it’s not worth it. Can you think ‘Make a Difference’?
Think about your internal & external customers in your business. How many ways can you add value to them and their experience with you? If you look hard, then I’m sure you can come up with a few that doesn’t cost an arm and a leg! And if you break a couple of rules, or bend them out of shape to do it, if you’re not doing anything illegal, unethical, or immoral, why not?
I have many examples where adding value added service to the client, in several ways, made a difference for the company and the officers. It saved the client, it garnered praise and recognition for the officers and the office staff, and it helped secure other clients for us. This occurred at every security company I worked for. From the now defunct company’s Wells Fargo Guard Services & Universal Protective Services. To both Allied Security (now Allied-Barton (and First Response.
Robert D. Sollars is a recognized expert on workplace/school violence prevention. He has appeared in more than 130 media outlets in the past 30 years of being in the field and 22 studying, writing, and speaking about WPV/SV.
He utilizes his years of field knowledge to give real life examples of incidents pulled from both his own experiences and the news headlines. Contact him at 480-251-5197 or visit his at;
www.Facebook.com/One is too Many to see incidents of WPV/SV you may not have seen or thought about.