I dont have to say more do I? Enticing lovely macarons at your grasspatch
I dont have to say more do I? Enticing lovely macarons at your grasspatch
-1partridgedevelopment
One of the psychological reasons is that people tend to open up and speak of their secrets and personal problems when part of their body are touched, literally. And hair is part of the body. When the hairdresser touches your hair, you automatically feel that she seems to know you very well. You no longer fend against them. All the cynicism is removed on the spot. It is this intimate touch that tells your sensory neurons that he’s safe. I can tell him things. Everyone has the propensity to let someone whom they trust touch them. If it is someone you abhor, you tend to shake his hand off your back with hesitation.
One great example of a service oriented company is Caterpillar Tractor. Caterpillar offers customers forty-eight hour guaranteed parts delivery service anywhere in the world; if it can’t fulfil that promise, the consumer gets the part free. The main principles of Caterpillar are excellence of quality, reliability of performance and loyalty in dealer relationships. A Business Week analyst concurs:” Product quality is something Cat people hold as close as a catechism.”
When enquired, most of the customers expressed that it is the service, that the delivery man provides, that impresses them. It is the service that keeps them coming back for more. Caterpillar has always placed great emphasis on training for employees of all levels, especially for the deliveryman. They believe that after all the execution, the deliveryman are the ones that have the last contact with the customers. It is truly up to them. How are they going to handle frustrated customers? What if they wanted the deliveryman to install the equipments for them? How are they going to handle the questions prompted by the customers and what if they can’t answer? Which is better? Getting the answer from the deliveryman later on or getting it from the telemarketer will make the customer more satisfied and touched? That’s the amount of effort Caterpillar put into the deliverymen
Mr Covey has brought up an example in the hotel. Despite having no room service, the man at the desk has offered to take care of his needs. When he needs markers, without questioning, the bellboy took care of it. All these were done without the supervision of a manager.
They were all determined and sincere in the provision of service. In an organisation, regardless of size, it is impossible to observe every single action of theirs. Also, one small mistake could result in serious ramifications later on. Even a bad service could deter a customer from coming back again, given the fact that there are so many other companies around. Worst still, he is a big customer with a wide network, the damage would have been unimaginable. The organisation simply cannot afford to take any chances on this. Therefore, it is important to treat employees the way you want them to treat the customers. You know it’s hard but it’s even harder for them to have to face customers who might be unreasonable and rude.