Rules Of Management

RULE 94 - Build respect – both ways – between you and your customers

“Each of us should know what our customers expect before they know it.”

Dinesh K. Gupta and Ashok Jambhekar

I was listening to a double-glazing salesperson on the radio the other day and the way he was talking about his customers made me think he and they were different species. He was condescending, patronizing, abusive, belittling and ridiculing. He seemed to think it was fair to con people – he said it was up to us to check the small print and if we didn’t we were somehow stupid. I have no respect for such person because of these attitudes – and the fact they phone me most evenings as I sit down to dinner with my children. I have a whole range of techniques to punish them for this, including pretending to be deaf and making them shout, saying they need to speak to my father and leaving the phone off the hook until they get bored and hang up.

Don’t cheat or lie to your customers. You need them. It’s a two ways thing and it is an important relationship. Customers are never too much trouble. They provide my food and clothing and smart car and good holidays. Why should I abuse them? In return, I provide them with entertainment, fun, quality products, a brand they can be proud of, a lifestyle they can buy into, and a sense of belonging to an exciting and dynamic company. I respect them for what they give me and they respect me for what I give them

“Don’t cheat or lie to your customers. You need them.”

posted by Right Ranger @ 9:42 PM