I have just re-watched a video this morning of Luke McKeever, CEO at OB10. He has been at the helm of OB10 for just shy of a year now. And in November he released a message to customers and prospects about the OB10 vision.

The reason why I am writing about it is the following:

You remember last week I wrote about 12 considerations on SLAs?

Well, something Luke talked about in his video struck a chord with me.

He mentioned that OB10 in the past had been more focused on SLAs than on service. The ideological separation of these two nouns is key. Just because you are ticking all your SLA boxes, are you intrinsically providing a first class service?

The answer is no. So the trick is to make sure that your SLA doesn’t become an policy document, but more a document that captures what both you and your customer believe to represent ‘service excellence’.

This is  the tricky part as the document therefore needs to capture ‘attitude’. And this is sometimes the evasive bit you can’t quite put your finger on.

We are now collecting templates to share with members. Please send your SLA to me at susie.west@sharedserviceslink.com so I can distribute it on sharedserviceslink.com and if you feel you have an SLA which captures the ‘attitude’ piece, please be one of the first to share.