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Exceeding Customer Expectations
November 11, 2016
If you can't do the little things right, you will never do the big things right.
-William H. McRaven, US Admiral
-William H. McRaven, US Admiral
Insights from William Franklin’s article "Who Cares? Eight Principles for Dealing with Customers," in the Exchange Art of Leadership book, Promoting Early Childhood Services:
"Customers have an internal accounting system. They view a purchase as a favor. After all, your customers can buy their products and services from anyone, but they chose to do business with you. Whether you conducted the business transaction correctly or incorrectly, customers now view the purchase as a favor, as a 'credit' and they 'debit' your side of the ledger so that you are always working your way out of a deficit condition with your customers."
"When you or one of your employees has fouled something up, you really owe the customer—big time. So it is essential that you not only correct a problem, but you also must be willing to lose money to set things straight. If Federal Express, for example, fails to deliver by 10:30 am, the service is free. They didn't do what they promised, 'Absolutely, Positively, Overnight.'"
Promoting Early Childhood Organizations to get this book for only $19 |
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Use code PROMOTING when prompted.
Offer valid through August 31, 2022, at 11:59 pm Pacific Time. |
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Comments (1)
Displaying 1 CommentPennsylvania, United States
Only, in early childhood--it's children's lives were talking about, not simply on-time delivery or wrong size/wrong style. This is more than just a business, and if that is all that it is to you--then you are in the wrong line of work.
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