How Do You Satisfy Your Customer?

How Do You Satisfy Your Customer?-Airlines

How can you build a sustainable business?

Airlines

Build your business around customer satisfaction. This is the "number one rule" in business. We live in a customer-centered market economy.

Due to the success of education system, and the rise of internet, the customer has access to so much information that was unavailable to them in the past.

This resulted in the customer has so much power to choose. They can simply walk away from your business.

Every company, large and small, must be thinking day and night about how to please customers faster, better, and cheaper than their competitors.

The very best companies are built on this philosophy. They have an obsession with customer service.

They are continually looking for ways to please their customers better than any of their competitors. You must have heard this, "The customer is always right".

You cannot satisfy people with goods or paper of any kind. People are emotional, and they can be satisfied only as the result of their interactions with other people.

According to a Harvard study, fully 68% of dissatisfied customers who changed suppliers did so because of the indifference of one or more people in the company.

This is why the most successful companies have very clear customer satisfaction policies, usually in writing. Everyone in those organizations is committed to treating customers well.

For example, the Walt Disney Corporation hires thousand of college students to work at the Disney theme parks in the summertime.

These students are hired in the middle of May and trained for four to six weeks in their functions. They then work for approximately eight weeks of the summer season when children are out of school and the theme parks are the busiest.

Why did the students receive such rigorous training, lasting four to six weeks, to then work for only eight weeks before going back to school?

Disney executives explain that the students are drilled in their jobs to the point where they can do them without thinking. This allows them to concentrate their attention on the visitors.

Because the students have memorized their jobs completely, they are more conscious of the small things they can do to make people happy that they have chosen to come to a Disney amusement park.

The best companies learned a long time ago that the people they select will largely determine their success.

They therefore take a long time to hire people and are very careful in both interviewing and in checking references.

Once a person has been hired, if that hiree is the wrong person, he or she can cause a great deal of harm before being let go.

Is your business built around customer satisfaction? Do that for your business, because that's the way to go.

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