Tips For Delivering Consistent Services

The services you deliver with your software - implementation consulting, installation, and training - aren't accessories to your product, they are an integral part of the product and its success. Software plus services plus customer effort equals success.

Because of this, it's critical to take steps to make each service you deliver predictable, complete, and consistent across customers, channels, and the individuals who provide it.

Yet unlike software, the human element involved in service delivery brings the potential for wide variation in content, quality, and effectiveness. The people who shine in front of your customers, delivering stellar services, are often highly individualistic. Their priority is to perform well when they're in the spotlight - AKA the hot seat. Like sales reps, they don't focus on adhering closely to guidelines but on reaching their goal come what may.

To build consistency in your services, read Tips For Delivering Consistent Services.

Steve Johnson

Steve Johnson

Steve Johnson was a founding instructor at Pragmatic Institute, a role he held for more than 15 years before he left to start Under10 Playbook. In his return to Pragmatic Institute, Steve supports the complete learning path for product teams, ensuring they are fully armed for success. 

Over the course of his career, Steve has helped thousands of companies and tens of thousands of product professionals implement product management processes. He has worked in the high-tech arena since 1981, rising through the ranks from product manager to chief marketing officer. Steve has experience in technical, sales and marketing management positions at companies that specialize in both hardware and software. In addition, he is an author, speaker and advisor on product strategy and product management.

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