Incorrectly allocating service charges

Now I'm not saying this is true... but it certainly can feel like it.

For a customer, service charges are so much more than the number. It's the data they use to validate the level of service they've had. It's the trigger to the 'they never turned up' email. It's the 'my lift has been out for 3 months and you still charged me lift maintenance' conversation. For a customer, the number is the final piece of the puzzle. The opportunity to decide whether they feel the service they've received offers value.

Service charges aren't ever just about the number, and getting them right from a customer's perspective is not just about making sure the number is right, but making sure the service is.

This is why our service charge maturity assessments and our service charge strategy refer to contract management as a key skill - managing suppliers in your organisation; procuring value for money contracts with the right measures and holding them to account for performance, is all part of getting service charges right.

Service Charges are never about one small team. It's the embodiment of how your organisation shows up for it's customers.