Monday, 24 December 2007

Is The Customer King?

For those of us who have been around the business world for more years that we want to admit to, the phrase ‘The Customer is King’ is a familiar cry.

Unfortunately on a daily basis I seem to be falling over suppliers, shops and businesses that have forgotten this vital rule.

My wife tells me that I am the world worst customer, I guess thats true if that means I only give one second chance to get it right to suppliers and shops.

In many cases these are businesses that are quality accredited. They have great systems to register complaints, customer service people by the drove and lots of quality policies and procedures. The trouble is that if all this forgets that at the centre of it all should be one aim,
satisfying the customer, then it’s all just been a paper exercise.

Several things should be remembered:

Customers will often remember and recommend the supplier’s who go the extra mile to put right a mistake or redress a problem quickly and without fuss, (probably more so than the suppliers who have not caused them a problem).

Quality service is not expensive, but lost business and reputation is.

At the end of the day it’s the customer who pays for the wages of everyone they deal with!

Alan Briggs

Dynamic Business Strategies Ltd

The Counting House
14 Walford Place

Tel: 07917 446068


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