Quote of the Day: "It’s always with the best intentions that the worst work is done." – Oscar Wilde (1854 – 1900)
Someone shared the following comments with me recently.
"I try to do a good job, but my customers seem to be more hurried, tougher and more demanding than ever! At times, they can be so demanding that it’s downright difficult to provide "outstanding service"–or even "adequate service". Don’t they understand that I have other work to do, and other customers to serve?"
Have any of you experienced this in your place of business?
Join the Club. Today’s pace of life is faster than at any time in history, and your customers have less tolerance for incompetence than previous generations–or than what they had 10 years ago. The current generation of customers have a higher set of expectations that will take more than "best intentions" to satisfy.
What do they want? They want what they want. Once again. What do they want? They want what they want. Plain and simple…well maybe not so simple.
Business guru Peter Drucker put it this way: "Customers pay only for what is of use to them and gives them value. Nothing else constitutes quality."
Businesses that hope to succeed well into the 21st century must prepare their service and sales staff to provide superior service based upon criteria that is determined by their customers.
We sometimes forget that customers don’t read a script, telling them how to behave and what products they should buy…and how they have to be nice to the sales clerk or service person, and to buy what we need them to buy. They are in our places of business to meet some unspoken set of needs or wants. It is our job, and the job of each service and sales person to figure out how to do this.
What do customers want? They want what they want–and, over the "long haul" will take nothing less!