Service as a USP works ... if you dare to live up to it.
"We are good at service."
It is one of the most commonly used sales phrases in B2B. Every supplier claims it. It's on websites, in brochures, in presentations - and always with the best of intentions.
But how can you still believe that, when every company is shouting the same thing?
It's kind of the "boy who cried wolf" story. When everyone shouts that they offer great service, the message gets eroded. Then even a justified USP suddenly sounds hollow. While service makes all the difference - especially in our sector, where customers count on continuity, speed and solution orientation.
Customers don't just believe it (and right they are)
Research shows that 96% of customers factor poor service into their decision to leave a supplier. (Source: Forbes, 2023)
And at the same time:
🔹 Only 8% of companies think of themselves as having inadequate service
🔹 While 80% of customers think companies overestimate their customer focus
(Source: Bain & Company)
That difference - the so-called "service delivery gap" - immediately explains why it is so difficult to credibly communicate service as a USP. The "service delivery gap" refers to the difference between the service a customer expects and the service he or she actually experiences. In other words, it is a gap between promise and reality.
This gap can be caused by, for example:
unclear or excessive expectations on the part of the client,
poor internal communication within the company,
insufficient training of employees,
a service that is not properly tailored to the needs of the customer.
Example:
A customer expects an installer at 9 a.m. (because it was promised), but it doesn't arrive until 11 a.m. without notice. This causes a service delivery gap, even if the installer does a good job.
Understanding and narrowing this gap is critical to customer satisfaction and brand loyalty.
At AllConnects, we say it ... AND continue to do it.
Following up on every request quickly and correctly. Schedule installations flexibly. Solving problems proactively. Not referring customers from pillar to post, but picking up the phone ourselves. And above all: listen. Because real service does not start by talking, but by listening attentively to what someone needs.
And the confirmation? That comes preferably from our customers themselves. We have been firmly in the five stars on Google for years. No polished words, just honest feedback from customers who judge us every day on what really matters. Like the no-nonsense contract worker Jossa, who didn't write a long-winded review, but exactly what matters: ⭐️⭐️⭐️⭐️⭐️ "Very good service."
A score that counts
📊 AllConnects Google Review Score (May 2025):
4.9 stars based on more than 60 reviews
👉 See them for yourself: Google reviews AllConnects
Curious about how we make service concrete?
Contact us for a no-obligation demo or quote. Fill in the form below and we will contact you as soon as possible! You can also call us directly: +32 3 289 55 35.
