I work in the consulting firm of a big concern with different departments. Inside these departments are really big differences in speed, quality, consumer service etc. My department is well known and famous for a brilliant consumer service (including: consumer wishes, flexibility, consumer loyalty).
Now my colleagues have a problem. Because we exist for 3 years now and we work together with long-term customers, the customers now think our high quality work is going to be standard. For us, internal it is standard, but compared to the company we are more than standard. That is the image we want to still get seen by our customers. So the consequences are that my colleagues won´t get as much praise as in the beginning time. The clients are still happy, but they don´t tell this directly. If we send them an e-mail with the evaluation document, we are still on a high level. What is the solution to get more praise? Praise is motivation for them but they want that the clients say that volunteer.
Maybe we should change the consultants for the customers (rotating)? So what can we do to get more praised?