 Is
the customer really king?
We
often hear ‘the customer is king’. I don’t
believe it.
First, many customers do not behave like kings. Some
act more like ruffians than royalty. You might want
to disregard this kind of customer altogether. But it’s
tough to disregard a king.
Second, in certain cultures, the king was revered but
also feared. Hardly the best metaphor to bring closeness
between your customers and your staff.
Third, the idea of a king implies that everyone else
is not. I don’t see the benefit of putting your
customers on a throne if it means you and your team
must live below them.
Perhaps it makes more sense to say ‘the service
provider is king’. I mean this in the most responsible
way.
A benevolent king once traveled his realm in the disguise
of a common man. He went to see for himself the quality
of life his people experienced each day. Upon his return
he made the changes required. If the streets were dirty,
he had them cleaned. If a government office was ineffective,
he had it fixed. If the people lacked some important
goods or service, he arranged for needed improvements.
Key Learning Point
If
you were the benevolent king or queen, reigning over your
service domain, what changes would you make for the better?
Royal Action Steps
Search your organization
in the disguise of a common customer. Visit your company
website. If it's slow or confusing, get it fixed. Call
your service department. If the help is not personal and
pleasant, make it so. Access your information hotline.
If you find a telephone tree more frustrating than functional,
take out your royal shears and prune it.
Next Article in Customer Service Contact >>
Complaints + Compliments = Good Communication
First Article in Customer Service Culture >>
Top Ten Tips To Build a Superior Service Culture
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
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