Exceptional service is the critical differentiator in the level of success a company achieves," states Amy Holzman, 32, founder and Chief Service Officer of Service Solutions International in Minneapolis. "Research indicates that 90 percent of people perceive that companies don't meet average service requirements. Amazingly, more than a third of all organizations experience an annual customer defection rate of 20 percent without knowing why business was lost."

"It's a mistake to compete solely on price," adds senior consultant Roy Ross. "By taking a top-to-bottom, inside-out approach to becoming customer-driven, companies achieve greater profitability and enhance their competitive position. Intangible benefits like better employee attitudes and improved company culture lead to even greater profits."

Service Solutions International's customized solutions provide clients with 1) direction through consulting and needs analysis, 2) implementation and training, and 3) validation of results. Follow-up is integral in strengthening commitment and accountability.

"Providing good service is proactive, not reactive," notes Holzman. "Management has to be committed to asking customers what's important and responding to those needs and desires. Consistent and perpetual commitment to exceptional service yields maximum benefits."

Holzman refers to employees as internal customers. "All employees are salespeople and affect your company in some way, especially with each human interaction. If you can’t take care of your internal customers, you certainly can't take care of your external customers."

Educating employees in the art of exceptional service can be challenging because it involves hearts as well as minds.

"Sincerity is key," says account manager John Malich. "You can't mandate. Employees have to want this and believe in it. The entire corporate culture needs to be supportive and on the same page."

Service Solutions International's logo, an equal sign within a circle, is more than just an icon; it's a promise. "There’s a problem in front of an equal sign and a solution after," explains Holzman. "The circle represents our comprehensive approach and taking a company full circle."

Providing exceptional service is indeed a circular concept.

"You have to make decisions in the best interest of the customer," says Holzman. "If it's in the best interest of the customer, it's in the best interest of the company."

Reprinted with permission from Twin Cities Business Monthly. Copyright by MSP Communications.