Can the passage of time improve customer service? Some wines have the ability to get better with age but let us not forget that they need to be kept in perfect condition, monitored to assess their balance and sometimes remedial action needs to be taken. Customer service presents a similar degree of complexity to the extent that the environment can change rapidly and everyone's taste can be substantially different. Time can help to bed down procedures, to perfect the training of employees and better understand customer needs. But, as for wine, there will come a time when quality starts to deteriorate. Rather than wait, it is preferable to design new service standards and celebrate their implementation with a deserved glass of the said wine rather than see it being wasted.
Picture courtesy ofRiedel, the Wine Glass Company, with our thanks