That coin for expectations

I am travelling tonight, and I need the services activated right Now !

I did not authorize this charges and want a refund Now!

I have traveled all this way to attend this event so can you please issue the admission Now!

Every business faces any or all of the above situations, there are customers not calling for a solution but actually calling  with ‘a solution’ and an ‘expectation’ attached to it.

A wonderful post by Satayantan Roy about Indigo Airlines [ on @LinkedIn] and how the lead hostess used her acumen of empathy, which made more business sense then charging a passenger for a meal that would normally be charged for on a no frills flight.

There are businesses who stick to the policy and procedures to their y‘s and s. But the customers want businesses to take care of their needs in unique situations. This is where the business managers need to take a call. In the proverbial hamlet soliloquy -to be or not be customer oriented and do away with what laid down script?

“The customer is always right”  a motto or slogan which exhorts service staff to give a high priority to customer satisfaction, was popularized by pioneering and successful retailers such as Harry Gordon Selfridge, John Wanamaker and Marshall Field. They advocated that customer complaints should be treated seriously so that they should not feel cheated or deceived. This attitude was novel and influential when misrepresentation was rife and caveat emptor (let the buyer beware) was a common legal maxim.

The retailing giant Walmart loses about $3 billion every year from theft, or 1% of its $300 billion in revenue.Samsung, The South Korean electronics giant will lose approximately $3.1 billion on the fateful Note 7 recall.Amazon’s net shipping losses exceeded $1 billion in last year’s total. All these businesses are consciously taking this kind of hits to build a reputation and gain customer confidence in a calculated manner focusing on the quantum business turnover covering this kind of loss.

This is the coin spent for building and keeping a reputation which will be worth more in bigger denominations of currency notes.



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