So here’s a resolution for all of us for 2017…
How about this year be the year of the customer!
– Where we care more about doing a good job for someone than we do about what time we get off from work.
– Where we talk to and treat customers with respect, dignity, and ultimately to solve their needs, rather than it escalating to a yelling match and oh, did I accidentally hang up the phone on you?
– Where we make the customer feel good about dealing with us and our organization, rather than wanting to beg for a supervisor or cyanide please!
– Where the customer isn’t lied to, manipulated, and taken advantage of just so someone can make another quick buck!
– Where the quality and value is #1 and it’s not just a shinny veneer on a car that accelerates on it’s own and with fake emissions test results or smartphone batteries that light up on fire and explode.
– Where we don’t cross-sell and up-sell customers, like phony bank accounts or other things they don’t want, need, and never asked for just to make our sales quotas, and accrue the fine bonuses and stock options that go with them.
– Where we don’t oversell the capability of a product, like fraudulent blood testing devices and medical results, and instead deliver what’s really doable and as promised.
– Where there’s no error in the charge to the customer or it’s in the customer’s favor, rather than always an overcharge in the seller’s favor, and the price from the beginning is fair and reasonable and not hiked up 400% like on critical medicine that people’s lives depend on.
– Where items arrive on time and work the first time, rather than having delays, making excuses, and causing endless customer returns of defective items or those that didn’t fit, look, or work as advertised.
– Where the customer is happy to come back to and where they feel trust in the people, products, and services offered–not another Home Shopping Network or QVC shoddy experience of “It slices, it dices…the only tears you’ll shed are tears of joy!”
– Where we solve genuine customer needs or problems and not just “build it and they will come.”
– Where rather than a pure what’s in it for me (WIIFM) mentality, we suspend our self-interest and greed for the moment and we do for others, because it’s not just a job and we actually have a work ethic and care about what we do.
– Where we delight! and wow!, rather than disengage and disappoint, and we put the customer first, and like first responders, we run to help and not run away.
(Source Photo: Andy Blumenthal)