Checklist – Service Strategy

  1. Mission Statement

 2. Customer Expectations

  • What customer segments do you serve now are you want to serve?
  • What kind of service do these customer segments expect?
  • What are the needs of these customer segments?
  • How do these customer segments use or experience your products?
  • Have they been asking for any products or services not currently offered?
  • Where do service breakdowns occur? How are they handled?


  • How do you want to be perceived in the community?
  • What special products or services do you or can offer?
  • What Value (not just price) can you offer that others don’t or cant?
  • What differentiates you from other similar businesses?
  • What are competitors doing that you are not?
  • What can you under promise and over deliver?

4. Service Strategy Picture

  • How do you want your customers to feel when they leave your business?
  • What do you want them to say about you?
  • Visualize your customers using or enjoying your products or services.
  • Visualize your employees smoothly correcting problems.
  • What do you want your competitors to be saying about you?

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