Wednesday, 22 July 2015

Delighting Customers...

Business integrity requires that you deliver what you promise to customers. Honoring your assurance for quality, price, and delivery time is your minimum performance standard. However, if you want
to delight them, you have to go farther. Scripture shares an example where the Lord promised the people better things. The Lord said, “Instead of bronze I will bring gold, and instead of iron I will bring silver, and instead of wood, bronze, and instead of stones, iron.”

How can you delight a customer? Deliver more than what you promise. Just as the Lord brought gold instead of bronze, you need to think about what you can give customers beyond what they expect.

Once I overheard two different discussions between a restaurant manager and the hostess. In the first conversation, the manager told the hostess to tell customers that the wait time was less than the actual time, so they would stay. Customers would probably wait for 15 minutes, but they may have no patience to wait if we say 30 minutes or more.

In the second conversation, the manager told the hostess to be conservative when communicating the wait time. The manager explained that it was better to say they have a 20 minute wait and serve in less time than to say 15 minutes and make customers wait longer.


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About Arunaagiri Mudaaliar

Arunaagiri is an Author of best selling books like 'Unleash your Potential' & 'Jogging for Life Success', an International Sportsman, a Successful Entrepreneur, a widely loved Yoga Teacher and a reputed International Corporate Trainer.