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Save 45% when you buy the CEO Series. It covers the ten core business processes and comes with nine fully-editable manuals for:
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Customer Satisfaction is the Key!
| by Shailesh Panth |
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| Posted in Customer Quality, Sales and Marketing Tags: customer first, customer requirements, customer satisfaction, customer service | |||||
Seen hanging on an office wall:
Rule 1: Customer is always right.
Rule 2: If you think the customer is wrong, refer to rule 1.
In essence, this is not that different from what McDonald’s founder Ray Kroc said - “if you work just for money, you’ll never make it, but if you love what you’re doing and you always put the customer first, success will be yours.”
Some might argue that not all customers have high integrity and they will take advantage of your customer-centric attitudes. That may be true in rare instances, but if you have a product that the customer needs or wants, and if you have a business culture that focuses on maximizing customer satisfaction, the benefits far surpass the any small disadvantages.
I moved into a new house this past weekend. To help me move, I chose a local mover who was referred by one of my wife’s colleague. The mover came over to my previous dwelling, looked at what we had and gave us an estimate - a very competitive estimate. It seemed like he said “we’ll make you happy” after every sentence.
He meant every letter of what he said. He and his crew indeed made us very happy. They took very good care of our stuff, placed the furniture exactly where they belonged and stacked the boxes such that the lighter ones were always on top. They were thoroughly professional, yet took the time to share some jokes and stories with us.
I am sure lots of movers do the same things my mover did. That’s not the point. From the day we first talked about moving, my mover made it clear, not by his words but by his actions that we were all that mattered to him that day. It’s no surprise then, that he was very enthusiastically referred to us by my wife’s colleague. And, when I have to refer a mover to someone, I have a name clearly etched on my mind. As the advertising mastermind Bill Bernbach put it, “word of mouth is the best medium of all.”
Taking care of your customer, listening to them and acting on their best interest pays off. After all, the primary goal of any business is to provide goods or services to its customers. So why not treat such an important component with utmost priority?
Bizmanualz has been at the forefront of deploying business best practices since 1995 delivering Policies, Procedures and Forms; quality systems implementation; and strategic business process improvement to help business owners achieve the growth and expansion they envision.
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Originally published in 2009 by Bizmanualz, Inc. under the title Customer Satisfaction is the Key!. All rights reserved. Reproduction permitted with attribution only. www.bizmanualz.com
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