1: Customers are the fuel for our business
“The Customer is King”
"He is not an interruption in our work; he is the purpose of it.... We are not doing him a favour by serving him; he is doing us a favour by giving us an opportunity to do so. " - M K Gandhi
Customers are choosy. Can you offer then a choice?
Customers complain. Can you offer them your attention?
2 : Foundation for Business is Research
“Listening is the key to another’s mind.”
Consumer needs are identified and their concerns addressed.
Can you use customer feedback as your quality control division ?
“Through mutual cooperation, may you attain your goals” – Bhagavad Gita
Provider and Consumer form “Prosumer” teams. Guide Consumer to make informed choices. Help provide solutions, rather than selling products.
4: Make Bold the Fineprint.
“Conditions apply.”
“Honesty is the best policy.”
Customers can be demanding. Can you meet their demand readily? Can you admit your inability politely and firmly? Be upfront about what you can and what you can’t provide. Take the consumer into confidence by clarifying the nature, extent, and value of service offered.
5: Business is protected by Law
“A good fence makes good neighbours.”“Locked doors do not eliminate thefts, but they do serve to reduce temptation.”
A gentleman’s agreement is made to specify expectations and obligations as well as penalty clauses for breaking the contract. To break a contract is to lose privileges and to incur damages.
6: Magnanimity is the hallmark of the Great.
“It is ok to lose a battle to win the war.”
“Don’t sweat over small stuff. And it’s all small!”
“Keep the main thing the main thing.”
Deliver more than what you promise. Be flexible and responsive to genuine consumer difficulties. Difficult customers are opportunities to improve business practices. The best settlements are the ones that happen out of court.
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