Insights on Customer Relations

1. Business is Entertainment
2. The Customer is King
3. How to Enchant Customers
4. Disgruntled workers don`t give great customer service

1. Business is Entertainment
One of the fundamental issues for any business success is for a business to understand that it serves many constituencies. Success comes from being able to align the interests of the various constituencies the business serves Customer is King In practical terms, there has to be a true North aspect which is, which of the constituencies is the leader.
In today`s environment, there is no doubt that the leader in your business is the consumer of your product. This is the most critical constituent. It doesn`t matter if the consumer is in level 5 of the distribution chain, he is the most critical. General Johnson, the founder of Johnson & Johnson, a company that supplies medical supplies posed a question; what is the ultimate purpose of our company? Is it the patients or is it the doctors and the nurses?
He went on to say that if you do everypatient, then ultimately you will be very successful.

THE CUSTOMER IS KING
Sir, with great respect, you are not making money- you are making shoes; you need to worry about making better shoes.
This is drawn from a story by a shoe manufacturer who went to peter Drucker with financial reports for analysis and asked him for help in make more money.
Financial success is a by-product of doing things well.
Focus on pleasing and delighting your customers more than other brands do and the end of that will be financial success.

Enchanting Customers
The most important step to become enchanting is really 3 steps. The 3 steps are:
1. Likeability
2. Trustworthiness- Millions of women buy shoes without checking them out because they trust them
3. Quality

ENCHANTING CUSTOMERS
Great Smile- a great smile uses 2 set of muscles, not just the jaws but also the eyes muscle
Great Handshake- The quality of a handshake is the first impression people make of you. Firm and smooth (Not wet, too close, too far, too long, very short, too hard, too soft)
Mathematical formula for the perfect handshake
Dress Properly- Not overly dressed/ not underly dressed- Dress averagely to match the audience

KEYS TO LIKEABILITY
1. Know the order- You trust others, and the others trust you not the other way around. The onus is on you to trust
2. Be a baker and not an eater- There are two kinds of people; eaters and bakers. Eaters think that if they win, you lose, and if you lose, they win. Bakers think that everyone can win with a bigger pie. Bakers have an abundant mentality while eaters have a scarcity mentality. Eaters think the world is a zero-sum game; what someone else eats, they cannot eat. Bakers do not believe that the world is a zero-sum game because they can bake more and bigger pies.
3. Bakers are more trustworthy than eaters.
4. Default to a "yes attitude".

TRUSTWORTHINESS
Every Company wants to deliver great customer service.
This is viewed as the secret weapon to delight customers and do more business with them
And yet great customer service is an almost non-existent thing?
Ever wondered why?
The reason is great customer service cannot be given by disgruntled workers.

DISGRUNTLED WORKERS DON`T GIVE GREAT CUSTOMER EXPERIENCE