- Generally, businesses that treat their customers as king; as a priced asset, report higher returns than their counter parts.
- The Company serves its customer, giving them lucrative offers, just-in-time-content, and pro-active service.
- In order to ‘please’ the Customer the Employer must not ‘ill-treat’ the employee instead he must practice empathy and self-awareness and create a ‘humane connection’.
- The way the business treats its customer is what makes its profile. It can build or ruin that business.
Have you ever noticed what Starbucks does when they get your ‘order’ wrong – they either make it right that minute or offer you a free beverage the next time you visit.It is pounded into our heads several times that ‘customer is the king’. To Quote the Chief Design officer at PepsiCo” “Brands are no longer what we say about ourselves, but what our customers say about us.”
There are not many black-and-white policies in dealing with ‘individual customers’ because customer service is an ‘art’. ‘The Customer is the King’ this dogma is just a path, it shouldn’t be a goal.
The customer may not always be right but it is the Company’s responsibility to ‘make them feel right’. The employee must have done a wonderful job or undergone tedious toil but that goes unappreciated yet the employee remain quiet.
The ‘customer is the king’ should not be taken literally, it is meant as an attitude you should have with the customer. You TREAT them as if they are right, even when wrong, because that’s how you maintain control over the call or sale. Customer service can make or break a customer relationship based on a single encounter.
Great brands give customer service as much importance as product development. ”Brands that have inspired sufficient confidence in users that they don’t have to sell themselves continually have achieved that Holy Grail of Marketing, brand loyalty.”
I know an accountant, who has a client who is always rude to his staff and to his suppliers, but treats his customers like royalty. Talk about double standards; the accountant fumed!
Unfortunately the number of people and companies that don’t approve of pandering to the whims and fancies of the customers is lessening. People shy away from saying outright, take my services on my terms or not at all’. Professional whiners must be shown the door.
Imagine trying to train a customer call center on the catch phrase “some customers are wrong, some are abrasive, and some are bad for business, so be careful which ones you please’. That would be more realistic training!
The corporate culture prevails everywhere; businesses value the money that customers bring in more than the capital they have in their employees; there lies the crux of the problem.
Employees understand the value of the customer. The employees also know the fact that for every hundred customers there are four or eight that are simply not worth your while. They are dead weight. The customer has equal say as the Owner; in fact customer is the king in the business world, not the owner.
Letting a few bad customers slide so you can keep the good ones happy, and your employees cheerful, is by far a better model for success than bending over for every pedantic jerk that you run into. In order to build a loyal and happy customer base, you must have a workforce that is satisfied in their job. The employees must be kept engaged and kept satisfied.
The customer pays for a service. But, the Company that provides the service is bound by its own terms and conditions. The company must protect itself from the litigious claims made by the customer. After all the customer is the king; ‘this mantra’ will only create pressure on its employees without protecting them.
Metaphorically, a Business is a bucket; customers flow in and fill the bucket up. If the bucket has a hole, customers leak out of it; losing customers is called churn, patching up a hole means improving customer retention. A 5% increase in customer retention increases business profits by 25-95%
Company culture impacts how employees are treated. Employee experience impacts customer experience, Workday stands as a model of inspiration for other companies that want to commit to improving their employee experience and reap that benefit.