The concept here is simple. We've challenged our company to dramatically improve our customer service. Here's how we're doing it: every day we will figure out a new way to "spark up" our service to our guests, clients, or even each other. It will take a lot of conversation, some fresh thinking, and some not-so-easy behavioral change.
We’re capturing our sparks by publishing 100 posts in 100 business days. If you read 1, 10, or all 100 SPARKS, we hope you’ll be inspired to improve your level of customer service. And we hope you'll tell everyone about us.
We’re trying to spark a revolution here - a return to the way service was “back in the day.” You know, the kind of service you see on black & white TV shows. Where the shopkeeper knew his customers by name, doctors made house calls, and mechanics could keep your car running forever. Call us crazy, naive, or just old fashioned, we really don’t care. We just know that the world will be a happier, more productive place if we can get back to the way service was meant to be.
We started sparkspace as a place where people could experience that old school kind of service in a cutting edge creative environment. We’ve been in business since 1999, so we must be doing something right. We treat sparkspace as a learning lab, a place to try out new ideas, and implement tried and true ideas, in customer service. Approximately 70% of our business is repeat business, and we have had double-digit growth every year since we started. In other words, our guests and clients love what we do, they come back, and they tell their friends. That’s what great customer service has done for us so far. We're pretty excited to see the view from the next level.
We’re capturing our sparks by publishing 100 posts in 100 business days. If you read 1, 10, or all 100 SPARKS, we hope you’ll be inspired to improve your level of customer service. And we hope you'll tell everyone about us.
We’re trying to spark a revolution here - a return to the way service was “back in the day.” You know, the kind of service you see on black & white TV shows. Where the shopkeeper knew his customers by name, doctors made house calls, and mechanics could keep your car running forever. Call us crazy, naive, or just old fashioned, we really don’t care. We just know that the world will be a happier, more productive place if we can get back to the way service was meant to be.
We started sparkspace as a place where people could experience that old school kind of service in a cutting edge creative environment. We’ve been in business since 1999, so we must be doing something right. We treat sparkspace as a learning lab, a place to try out new ideas, and implement tried and true ideas, in customer service. Approximately 70% of our business is repeat business, and we have had double-digit growth every year since we started. In other words, our guests and clients love what we do, they come back, and they tell their friends. That’s what great customer service has done for us so far. We're pretty excited to see the view from the next level.
If what we're doing lights a fire in you, consider taking a 100 SPARKS challenge in your company. Or contact programs@sparkspace.com. We'll be glad to help you get started!
Thanks for joining our revolution. Together, we’ll change this messed up planet one service experience at a time.
P.S. The sparks start flying on Monday, December 15th!
As a technician I try to keep it "old shcool" like you stated in the post. I have a phrase I live by "fix the unit not the problem". What this means is look at the entire unit for potential issues and repair it before it becomes a problem. Sure you can fix what is broken at that moment but how long before it goes down again due to your neglect to take the extra time to look for potential issues. This code of diagnosing has served me and my customers well for many years.
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This is a great idea! Presenting the challenge to revolutionize customer service couldn't come at a better time. In a time where it's rare that we even make eye contact at the register, or get a human being on the phone, or are so dissatisfied that we do all of our business online so as to avoid bad service, this is a worthy proposition.
Extend it beyond the service concept to the family, to the community - 100 ways to improve the quality of life.
Bravo! I can't wait to see how this unfolds.
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This is such a cool idea! I can't even count how many times I've heard someone say "haven't we tried this before?". Everytime people are asked to come up with new ideas, it always seems like a recycling of previous thoughts, some of which have been tried and do not work. But to force people to generate genuinely new ideas is a simple but excellent idea. This is definitely something I'm going to bring to those around me to wake up some imagination.
I can't wait to see what you guys/girls come up with. Spark it up!
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