As we hurtle towards a world that revolves around all things digital, we can lose sight of the basics. Yesterday, I walked into a car dealership operated by the Sheehan family and was treated to a reminder of how we should never lose focus on the customer. Just as important, we have to put ourselves in the customer’s shoes from time to time in order to anticipate their needs and encourage their repeat visit.
The text below comes from a framed article that was a bit dog-eared, but no less powerful than when it was originally written. This should provide some food for thought as you head into the weekend.
I am your customer
I am your customer. Satisfy my wants, add personal attention and a friendly touch, and I will become a walking advertisement for your products and services. Ignore my wants, show carelessness, inattention and poor manners, and I will simply cease to exist as far as you are concerned.
I am sophisticated, much more so than I was a few years ago. My needs are more complex. I have grown accustomed to better things. I have money to spend. I am an egotist. I am sensitive. I am proud. My ego needs the nourishment of a friendly, personal greeting from you. It is important to me that you appreciate my business. After all, when I buy your products and services, my money is feeding you.
I am a perfectionist. I want the best I can get for the money I spend. When I am dissatisfied, then take heed. The source of my discontent lies in something you, or the products you sell, have failed to do. Find the source and eliminate it, or you will lose my business and that of all my friends as well; for when I criticize your products or service I will talk to anyone who will listen.
I am fickle. Other businessmen continually beckon to me with offers of “more for my money”. To keep my business, you must offer something better than they. I am your customer now, but you must prove to me again and again that I have made a wise choice in selecting you, your products and services above all others.
Author Unknown