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Digg it UP - The Customer Isn't Always Right
I've written many times about my vast experience in the fast food industry, not as a worker, but as an often mistreated customer. Each story typically involved bad food, apathetic employees, horrible customer service, and a vow never to return. That vow usually ended up in the dumpster when my craving for a chicken burrito got the better of my logic and principles.This
Before we take this too far...
While the act of buying shouldn't elevate anyone to Papal status, one critical fact remains. If we don't serve our customers with respect, empathy and even our love, they will seek someone who will. To replace the infallibility mindset and still effectively fight the battle for loyalty, I suggest two alternative axioms.
* While the customer isn't always right, we will always make the customer feel important.
* The Right Customer is a Profitable Custom
Increasing shareholder value is the most important driver for organisations in the modern business world. Shareholder value is built through growing profit and building confidence in the organisation, which moves share prices upwards. Shareholders like this!And the employees of an organisation have a crucial part to play in both elements of this.
Who's Always Right?
The Roman Catholic Church applies the always right or do no wrong concept to one living person, The Pope. By church doctrine, His Holiness is incapable of error in matters of faith and morals and is therefore infallible. History has shown that the infallibility of one person, no matter how qualified, can be difficult for some (like the Greek Orthodox) to embrace. Yet, how many businesses grant infallibility status to ANYONE who pays them? Makes you wonder about the effectiveness of other leaps of faith that management might be requesting.
What's wrong with the always right belief in business?
Customer infallibility is founded on the noble assumption that when a customer is happy, everybody wins. The unfortunate reality is that this philosophy often invites customers to exploit this belief creating "win-lose" scenarios. We succumb to unreasonable demands or even abuse of the people serving them. The customer may be King. But monarchical loyalty has its limitations.
The king is dead. Long live the king.
If customer infallibility is a myth, then how do we engage our people's commitment to serve them? How about:
If you love your customers, they'll love you back.
But, isn't this equally untrue? Perhaps not, if we can recognize the occasional need for tough love. When and how might we dare to demonstrate tough love with our customers? When our relationship has evolved into a win for the customer and a consistent loser for us, shouldn't this situation be communicated and remedied? If a remedy can not be found, it's sometimes more effective for tough love to take the form of strategic loss of sales.
Who are your high-maintenance customers that repeatedly take more than they give? What if they became your competitor's problem? If that happened, might you be better positioned to direct your limited resources toward those who do provide opportunities for mutual "win-win" relationships? Is it time for you to provide some tough love to your most exploiting customers? Does some Strategic Loss of Sales make sense for you? With whom have you been top-line wise and bottom line foolish? What is preventing you from cutting the cord?
Before we take this too far...
While the act of buying shouldn't elevate anyone to Papal status, one critical fact remains. If we don't serve our customers with respect, empathy and even our love, they will seek someone who will. To replace the infallibility mindset and still effectively fight the battle for loyalty, I suggest two alternative axioms.
* While the customer isn't always right, we will always make the customer feel important.
* The Right Customer is a Profitable Custome
Information technology (IT) refers to the management and use of information using computer-based tools. It includes acquiring, processing, storing, and distributing information. Most commonly it is a term used to refer to business applications of computer technology, rather than scientific applications. The term is used broadly in business to refer to anything that ties into the
What's wrong with the always right belief in business?
Customer infallibility is founded on the noble assumption that when a customer is happy, everybody wins. The unfortunate reality is that this philosophy often invites customers to exploit this belief creating "win-lose" scenarios. We succumb to unreasonable demands or even abuse of the people serving them. The customer may be King. But monarchical loyalty has its limitations.
The king is dead. Long live the king.
If customer infallibility is a myth, then how do we engage our people's commitment to serve them? How about:
If you love your customers, they'll love you back.
But, isn't this equally untrue? Perhaps not, if we can recognize the occasional need for tough love. When and how might we dare to demonstrate tough love with our customers? When our relationship has evolved into a win for the customer and a consistent loser for us, shouldn't this situation be communicated and remedied? If a remedy can not be found, it's sometimes more effective for tough love to take the form of strategic loss of sales.
Who are your high-maintenance customers that repeatedly take more than they give? What if they became your competitor's problem? If that happened, might you be better positioned to direct your limited resources toward those who do provide opportunities for mutual "win-win" relationships? Is it time for you to provide some tough love to your most exploiting customers? Does some Strategic Loss of Sales make sense for you? With whom have you been top-line wise and bottom line foolish? What is preventing you from cutting the cord?
Before we take this too far...
While the act of buying shouldn't elevate anyone to Papal status, one critical fact remains. If we don't serve our customers with respect, empathy and even our love, they will seek someone who will. To replace the infallibility mindset and still effectively fight the battle for loyalty, I suggest two alternative axioms.
* While the customer isn't always right, we will always make the customer feel important.
* The Right Customer is a Profitable Custom
You've probably heard it since you were in college, writing your first resume:"A resume should be only one page."Nope. Wrong. Dead wrong.Having said that, the one-page rule IS a good rule of thumb for most resumes. But once you've been working for a couple years or more, one page simply isn't enough to market yourself effectively. That's what your resume is
The king is dead. Long live the king.
If customer infallibility is a myth, then how do we engage our people's commitment to serve them? How about:
If you love your customers, they'll love you back.
But, isn't this equally untrue? Perhaps not, if we can recognize the occasional need for tough love. When and how might we dare to demonstrate tough love with our customers? When our relationship has evolved into a win for the customer and a consistent loser for us, shouldn't this situation be communicated and remedied? If a remedy can not be found, it's sometimes more effective for tough love to take the form of strategic loss of sales.
Who are your high-maintenance customers that repeatedly take more than they give? What if they became your competitor's problem? If that happened, might you be better positioned to direct your limited resources toward those who do provide opportunities for mutual "win-win" relationships? Is it time for you to provide some tough love to your most exploiting customers? Does some Strategic Loss of Sales make sense for you? With whom have you been top-line wise and bottom line foolish? What is preventing you from cutting the cord?
Before we take this too far...
While the act of buying shouldn't elevate anyone to Papal status, one critical fact remains. If we don't serve our customers with respect, empathy and even our love, they will seek someone who will. To replace the infallibility mindset and still effectively fight the battle for loyalty, I suggest two alternative axioms.
* While the customer isn't always right, we will always make the customer feel important.
* The Right Customer is a Profitable Custom
The world of business is changing dramatically. There was a time in corporate America when employees were closely connected with their employers – when they had a sense of corporate loyalty. This is seldom true today. The reason? The old psychological contract between employer and employee has been broken.There were reasons for breaking the psychological contract - he
Who are your high-maintenance customers that repeatedly take more than they give? What if they became your competitor's problem? If that happened, might you be better positioned to direct your limited resources toward those who do provide opportunities for mutual "win-win" relationships? Is it time for you to provide some tough love to your most exploiting customers? Does some Strategic Loss of Sales make sense for you? With whom have you been top-line wise and bottom line foolish? What is preventing you from cutting the cord?
Before we take this too far...
While the act of buying shouldn't elevate anyone to Papal status, one critical fact remains. If we don't serve our customers with respect, empathy and even our love, they will seek someone who will. To replace the infallibility mindset and still effectively fight the battle for loyalty, I suggest two alternative axioms.
* While the customer isn't always right, we will always make the customer feel important.
* The Right Customer is a Profitable Custom
Hello againToday we want to talk about where you can look for some help. This is useful anytime, but especially when things don’t seem to be going too well in the early days.Networking Networking is a great way not only to get some help when you need it, but to help you keep up with what’s new in the business. Here’s a bit of g
Before we take this too far...
While the act of buying shouldn't elevate anyone to Papal status, one critical fact remains. If we don't serve our customers with respect, empathy and even our love, they will seek someone who will. To replace the infallibility mindset and still effectively fight the battle for loyalty, I suggest two alternative axioms.
* While the customer isn't always right, we will always make the customer feel important.
* The Right Customer is a Profitable Customer
Palatable precepts for any denomination.
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