Yesterday, the author was reading a Linked-In comment about customer service and Bank of America. Afterwards I clicked onto a website by Beyond Philosophy to learn about a company in England called Morgan Sindall Fitout. The company implemented a Perfect Delivery system in the construction business. 10 years ago when the company began its journey, it was a radical idea, because anyone who has done home renovations knows, one thing leads to another and scope creep comes into play. Costs rise, the length of construction gets longer, and what seem simple becomes complex. Morgan Sindall was doing a 24% perfect delivery and now after 10 years in the program is up to 93% which is a testimony to what can be done. Achieving such numbers, along with continuing towards the 100% mark, leads to other aspects of great customer service which are being worked on. Ten years into the program the results along with better customer service are more business, greater profits, better communication on expectations and higher standards.

Linking to dividend paying stocks, similar to Morgan Sindall Fitout, a radical idea can pay great dividends for customers and the company. Most of the time radical ideas are simple ideas, executed very well. Increasing standards in a low expectation field such as Perfect Delivery is getting the job right the first time and on budget. If the competition is not doing it, why can not it be done? There are always risks, in Morgan Sindall the risk was if they did not deliver Perfect Delivery, their fees would be lowered. Their expectation was or it was hoped when they did deliver, people would talk about great service and in the long run they would have a greater market share.

There are more questions than answers, till the next time – to raising questions