When I first started this blog in 2006 I focused on topics drawn from or which were due to appear in my talks, mentoring and coaching programmes.
More recently I have been focusing more attention on the development of my Tax Advice Network. It contains its own blog containing tax commentaries, ideas, insights and news. In recent months I have noted that the posts on this blog for ambitious accountants have covered a wider range of subjects. The focus is still on helping you to achieve success – in your practice, career and business endevaours. It’s just that now I allow a wider range of issues and experiences to inspire my posts.
This one came about after I was asked if I was the same Mark Lee who asserted that there were four essential elements to service excellence: consistency, attentiveness, recoverability and continuous evaluation. Now this may confuse the search engines but that Mark Lee is a past President of Singapore Airlines. He is reported to have conducted an exhaustive study in the early 90s to determine the factors that determine success in the airline world.
It was he who concluded that there were four essential elements to service excellence in that world: consistency, attentiveness, recoverability and continuous evaluation.
Before I share my views as to what might constitute service excellence in our world of accountancy and tax, let me ask for your suggestions. Remember, as I have stressed in previous posts on this blog – what counts are what clients perceive in terms of the services we provide.