ARE YOU DELIGHTING YOUR CUSTOMERS

Part Two of Five

This is part two of five issues centered around the theme of customer satisfaction and quality. How many of these commandments does your organization have? Take this quiz and find out your Customer Service Rating.

  1. Bring 'em back alive.

    Do you ask customers what they want and give it to them again and again

2. Systems and Processes - the "How" you do delight your customers, not smiles alone.

    Saying please and thank you doesn't insure you'll do the job right the first time, every time. Only systems guarantee you that. Do you have a customer service/satisfaction-dissatisfaction process?

3. Under-promise and over-deliver.

    Customers expect you to keep your word. Do you exceed it?

4. When the customer asks, the answer is always yes. Period. What happens in your organization?

5. Fire your inspectors and consumer relations department.

    Every employee who deals with clients must have the authority to handle complaints. Do yours?

6. No complaints? Something's wrong.

    Encourage your customers to tell you what you're doing wrong.

7. Measure everything.

    Baseball teams do it. Football teams do it. Basketball teams do it. You should too.

8. Salaries are unfair.

    Pay people like partners. Are your salaries above your competitors?

9. Your mother was right.

    Show people respect. Be polite. It works. Are you known for this?

10. Japanese them.

    Learn how the best really do it; make their systems your own. Then improve them. Do you?