Service Minded: The Irving Principle

This is part of a series highlighting the 12 Excellent Service Principles.

The Irving Principle
Get clear on why you are successful.

The Vienna Beef Co. had a problem after they moved into their brand new production center in the Chicago area. Even with 40 years of experience, something was wrong - their hot dogs didn't taste the same. Same spices, same process, different taste. They spent 18 months researching the problem and discovered it was Irving's fault. Their previous plant was a cobbled together chain of old manufacturing buildings in Chicago. Irving was the man who pushed the cart of cold, newly formed hot dogs 30-minutes across the plant to the next step in the process. This trip was unnecessary in the new plant because the two steps were right next to each other for efficiency purposes. The only problem was that Irving's 30-minute walk allowed the dogs to warm up. This proved to be a critical step in creating their signature taste.

The Vienna Beef Co. had enjoyed success for years, but wasn't totally clear on why. Great customer service organizations are infatuated with learning why customers keep coming back. This, obviously, is a major reason why they do.  They understand it, embrace it, train against it and continually adjust for it.

Up next, the Fresh Air Principle - Ask Great Questions...

No comments: